Director, Client Strategy - SMB

Location: New York, NY / United States; remote startup environment mentioned, with NYC-based experience considered a plus.

Salary: $150,000–$175,000 USD base salary per year, excluding bonus or commission; equity is also provided.

Company

hirify.global builds infrastructure for human-led e-commerce, helping brands operate creator programs and enabling creators to monetize their influence through direct brand partnerships.

What you will do

• Build a new SMB client strategy pod, defining the service model, operating practices, KPIs, and team structure.
• Design scaled one-to-many programs including webinars, CRM and lifecycle campaigns, in-product education, and onboarding.
• Establish customer education through learning paths, an LMS, self-serve content, and a regular operating cadence.
• Drive retention, product adoption, spend growth, and upgrades across a portfolio of 150–200+ brands.
• Coach and develop the team while leading onboarding, feedback, and talent development.
• Partner with Product, Marketing, Support, and company leadership to shape self-serve solutions and align SMB strategy with company priorities.

Requirements

• 8–10+ years of experience in customer success, account management, or customer operations, including significant SMB experience.
• Direct experience building a one-to-many, scaled, or digital service model.
• Ownership of scaled retention programs such as webinars, CRM or lifecycle campaigns, customer education, or LMS implementations.
• Prior account management or customer success experience, with proven team management and mentoring skills.
• Strong systems thinking, operational rigor, tooling ownership, process design, and measurement skills.
• Bachelor’s degree required.

Nice to have

• Deep knowledge of the creator economy.
• SaaS customer success experience at a company that scaled its service model.
• Experience in a remote startup environment.
• NYC-based experience.

Culture & Benefits

• Fast-paced startup environment focused on building scalable systems and creating immediate impact.
• Medical and dental coverage at 70%.
• Equity, flexible PTO, birthday PTO, and 14 weeks of parental leave.
• Wellness, social, technology, and learning and development stipends.
• 401(k) program with a 3% automated company contribution, Wellhub membership, and company retreats.
• NYC headquarters and an opportunity for employees to monetize their influence through a hirify.global page.