ShopMy

Senior Manager, Product Support – Onboarding

ShopMy

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • 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
  • Partner with the Director of Product Support on long-term strategy, anticipating scale challenges and 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
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
client onboardingclient successproject managementdata fluencye-commerceaffiliate marketingShopifyautomationAI toolssystemic issue resolution
Soft Skills
communicationrelationship managementtime managementprioritizationmentoringproblem-solvingcross-functional collaborationinfluencingstrategic thinkingadaptability
Certifications
Bachelor's degree