Senior Manager, Product Support - Onboarding

About the role

We are seeking a Senior Manager, Brand Onboarding to join our Product Support team. This is an individual contributor role responsible for owning the brand onboarding experience end-to-end from post-sale through go-live — while driving the systems, standards, and cross-functional initiatives that allow the function to scale. You’ll operate at the intersection of client success, product operations, and strategic execution, bringing both hands-on delivery and high-level thinking to every challenge.

Responsibilities

• Own the full brand onboarding lifecycle from post-sale through go-live, managing a mixed Shopify and non-Shopify queue and ensuring every brand has a clear, well-executed path to launch
• Monitor onboarding health at the queue level — tracking timelines, actioning churn risks, and driving resolution of systemic blockers before they impact brands at scale
• Define quality standards and escalation protocols for onboarding, ensuring consistency across all touch points and teammates
• Lead large, cross-functional initiatives with company-wide impact — whether that’s improving go-live rates, reducing time-to-value, or partnering with Product and Engineering on platform improvements
• Persistently seek to understand and anticipate scale challenges, building preventative solutions
• Serve as a thought partner and informal mentor to junior team members, helping them grow their skills and navigate complex client situations
• Leverage AI tools and automation to improve onboarding efficiency, reduce manual lift, and surface insights that drive better client outcomes — and influence how the broader team adopts and scales these capabilities

Requirements

• Bachelor’s degree or equivalent experience
• 4–6 years of experience in client onboarding, client success, or a related implementation role, with at least 1–2 years managing complex, multi-stakeholder projects independently
• Demonstrated experience in e-commerce and/or affiliate marketing; familiarity with Shopify strongly preferred
• Proven ability to manage a portfolio of accounts simultaneously, balancing urgency, quality, and relationship management
• Strong data fluency — comfortable synthesizing support metrics, onboarding timelines, and customer signals into actionable insights
• Strong written and verbal communication skills, including the ability to present clearly to leadership and influence cross-functional stakeholders
• Experience identifying systemic issues and driving durable fixes, not just resolving individual cases
• Excellent time management and prioritization skills; knows what to push forward and what to park
• Experience working with Enterprise and Premium Brands

Qualifications

• Experience working in a startup or high-growth SaaS environment
• Familiarity with Zendesk, Intercom, or similar support tooling
• Knowledge of the creator economy, influencer marketing, or affiliate platforms
• Experience working with or alongside AI support tools (e.g., Fin AI, Claude, or similar)

Skills

• Client onboarding and client success experience
• Data fluency and analytics
• Project management and organizational skills
• Strategic thinking and problem-solving
• Communication and collaboration
• Leadership and mentoring
• AI and automation

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
• Opportunity to monetize your influence- all employees build out a ShopMy page!
• Birthday PTO
• New York City HQ office

Pay

The provided salary range is base salary, exclusive of bonus potential or commission and is a good faith estimate of cash compensation. ShopMy is flexible pending candidate's experience and how our business needs evolve throughout the search. Every employee of ShopMy receives equity on top of cash compensation!

Schedule

ShopMy offers a flexible schedule to accommodate the needs of our dynamic team.