SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
ShopMy is a unicorn ($1.5B valuation) transforming e-commerce by building infrastructure for human-led curation at scale. The company helps brands run performance-driven creator programs while enabling top creators to monetize their influence and partner directly with brands they love.
As Director of Client Strategy for the SMB segment, you will build and lead a brand-new pod from the ground up, designing and running a one-to-many service model that delivers retention and platform adoption at scale. Your team will support 150-200+ brands through scaled programs including webinars, lifecycle and CRM campaigns, customer education, and self-serve resources.
Key responsibilities include: building the pod from zero, defining service model and KPIs; designing the one-to-many motion through webinars, CRM campaigns, and in-product education; standing up customer education infrastructure including learning paths and LMS; driving retention and upgrade performance with measurable paths from entry-level packages to higher-tier adoption; actively coaching and developing your team; being a visible voice for the segment through client-facing programming; partnering with Product to translate SMB needs into roadmap priorities; embedding AI-driven workflows to expand team capacity; and aligning SMB strategy cross-functionally.
You thrive on building from scratch, designing systems that work at scale, solving retention challenges across large diverse books without one-to-one relationships, turning ambiguity into structure, and partnering closely with Product and Marketing. You have 8-10+ years in customer success, account management, or customer operations with meaningful SMB experience. You've directly stood up a one-to-many or scaled digital service model before. You have proven ownership of scaled retention programs (webinars, CRM/lifecycle campaigns, customer education, LMS). You started your career as an account manager or CSM. You have strong leadership and team management experience. You think in systems, own operational rigor, tooling, process design, and measurement. You can partner with Product to shape self-serve and automated solutions. Bachelor's degree required. Bonus: deep passion for the creator economy.
