Senior Manager, Product Support - Onboarding

ShopMy

About The Position

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.

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

Nice To Haves

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)

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
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