Requirements

• 8-10+ years of experience in customer success, account management, or customer operations, with meaningful time spent in the SMB segment
• Direct experience standing up a one-to-many, scaled, or digital service model - you've done this transition before, not just observed it
• Proven ownership of scaled retention programs: webinars, CRM/lifecycle campaigns, customer education, or LMS build-outs
• Background as an account manager or CSM earlier in your career - you know what the one-to-one motion delivers before you replace it
• Strong leadership skills and proven experience managing and mentoring a team
• Systems thinking and operational rigor - you're comfortable owning tooling, process design, and measurement
• Ability to partner with Product to shape self-serve and automated solutions
• Bachelor's degree required

Preferred

• Deep passion and understanding of the creator economy
• Prior experience in SaaS Customer Success at a company that scaled its service model as it grew
• Experience in a remote startup environment
• NYC-based is a plus, but not required

Benefits

• Medical & Dental Coverage at 70%
• Equity in ShopMy
• Flexible PTO
• 14 weeks of parental leave
• Wellness & Social Stipend
• Technology Stipend
• Learning & Development Stipend
• 401k program (3% automated contribution from ShopMy!)
• Wellhub Membership
• Company retreats