Merchant Success Manager

Summary

Join Loop's Merchant Success Team as an Enterprise Merchant Success Manager and be the voice of our brand, product, and philosophy. You will work with enterprise merchants to maximize their use of our product and ensure their long-term success. This role involves managing account renewals, identifying expansion opportunities, and proactively addressing merchant needs. You will be accountable for revenue retention goals and will use data to create compelling value stories for customers. Loop offers a blended working environment with flexibility and choice, allowing you to create a work environment that best suits your preferences. The role requires several years of customer success or account management experience with enterprise businesses for B2B SaaS products, particularly within the e-commerce industry.

Requirements

• Have a few years of customer success or account management experience with enterprise businesses for B2B SaaS products
• Have managed accounts for a long enough period of time that you oversaw the renewal process with them, and have successfully renewed many enterprise accounts
• Know what it’s like to be accountable for revenue goals, and have accomplished (or exceeded!) them in the past
• Have tried and true ways to uncover and close new opportunities with accounts, and are willing to share a few examples with us
• Have been involved in merchant communications in prior roles, either owning 100% of your communications or partnering with marketing teams to strategically generate messaging
• Love data, and have established processes for yourself to extract data, analyze it and use it to create compelling value stories for your customers
• Have examples of how your proactive interactions and strong relationships with customers have directly contributed to mitigating churn, and have increased usage of product features
• Creating exceptional partnerships with your customers, and quickly becoming one of their favorite people to work with is always a top priority for you
• Can share a couple examples of how you’ve thoughtfully shared customer feedback that led to updates to your product
• Understand the different stages of the customer journey, and that there’s a difference in how they should be communicated with

Responsibilities

• Be accountable to revenue retention goals for Loop’s enterprise merchants
• Identify and secure expansion opportunities within your assigned accounts
• Effectively manage account renewals and mitigate retraction risks
• Maintain strong relationships with your merchants by proactively addressing their needs
• Ensure they receive the full value from Loop, and support their long-term success
• Be responsible for contract renewals and retention for your accounts
• Convey the value Loop provides to our merchants and our differentiators when compared to competitors
• Accelerate customer adoption by developing and strengthening exceptional relationships with your accounts
• Host quarterly business reviews with your key accounts, showing up with content that proves how Loop provides them value and illustrating how we can grow together
• Engage in regular, creative touchpoints with your accounts to get in front of any issues prior to renewal and avoid merchant churn
• Increase the usage and adoption of all Loop’s features by communicating new feature updates to your accounts, focusing on the value they’ll provide that specific merchant
• Make Loop better by talking to merchants constantly and reporting product enhancement themes and feedback to the rest of the Merchant Success team

Preferred Qualifications

Have experience working with the ecommerce industry

Benefits

• Medical, dental, and vision insurance
• Flexible PTO
• Company holidays
• Sick & safe leave
• Parental leave
• 401k
• Monthly wellness benefit
• Home workstation benefit
• Phone/internet benefit
• Equity
• Annual commission expected to be 25% of your base salary