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Salary: USD 160,000 - 200,000 / annual
ShopMy is a unicorn marketplace ($1.5B valuation) transforming e-commerce by building infrastructure for human-led curation at scale. The company connects brands with top creators to drive discovery through trusted tastemakers and authentic recommendations.
You will own the planning, forecasting, and operational infrastructure behind ShopMy's Success organization (Customer Success and Enterprise teams). Reporting to the Revenue Operations leader and partnering closely with Success leadership, you will translate company priorities into goals, compensation plans, and operational processes that drive retention, product adoption, and revenue growth across the existing customer base.
This is a hands-on role requiring both strategic thinking and execution. You will build and own an operational roadmap, moving initiatives from conception through implementation, team adoption, and measurable results. You will challenge assumptions, build detailed financial models, lead business reviews, and partner with technical teams to improve processes.
Key responsibilities include:
- Lead annual and quarterly Success planning; translate revenue objectives into goals by segment, team, and account; build models connecting retention, adoption, spend, and capacity
- Own the Success forecast across renewals, expansion, churn, and performance products; standardize MRR and NRR definitions; run forecast reviews and track accuracy
- Design and manage Success compensation plans with Finance and People teams; set measures, weightings, thresholds, and accelerators; model costs and own rollout and payout accuracy
- Build balanced books across SMB, Growth, and Enterprise segments; own coverage, rebalancing, and hiring/capacity models
- Standardize the brand lifecycle process from Sales-to-Success handoff through onboarding, adoption, renewal, and expansion; operationalize pricing and packaging changes
- Own the Success systems roadmap with Salesforce and Data teams; build dashboards and planning tools; use automation and AI to reduce manual work; establish trusted metric definitions
- Act as Success's primary operational partner; turn strategic questions into recommendations; run business reviews; lead cross-functional initiatives end-to-end
You will see immediate impact as you build the foundation for the next stage of growth and shape how teams operate daily.
Requirements:
- 7+ years in RevOps, CS Ops, or BizOps with real ownership of post-sale performance
- Demonstrated leadership of planning, forecasting, retention analysis, and capacity modeling
- Experience designing and rolling out variable compensation plans
- Strong modeling skills; comfortable in spreadsheets, Salesforce, and BI tools (SQL a plus)
- Track record of building processes that customer-facing teams actually use; ability to influence across Success, Sales, Finance, Product, and technical teams
- Clear communication with executives and individual contributors; comfort moving between strategy and execution
- NYC-based or willing to relocate before start date
- Bonus: experience with marketplaces, creator marketing, commerce, hybrid subscription + usage-based revenue models, or AI/automation in ops workflows
