Merchant Success Manager

Summary

Join Loop's Merchant Success Team as a Merchant Success Manager and become the voice of the brand, product, and philosophy. You will work with merchants in Australia and New Zealand, focusing on maximizing product use and ensuring customer satisfaction. This role involves managing a portfolio of merchants, contributing to Loop's international expansion, and sharing feedback to shape the company's strategy. The position requires experience in customer success or account management within a B2B SaaS environment, focusing on mid-market or enterprise accounts. You will be responsible for revenue retention and expansion, building strong customer relationships, and increasing product adoption. The ideal candidate will be based in San Diego, San Francisco, or Los Angeles.

Requirements

• 3+ years of experience in Customer Success or Account Management, supporting mid-market or enterprise accounts in a B2B SaaS environment
• You have experience owning renewals, achieving revenue goals, and driving account growth
• Experienced in delivering QBRs and using data to showcase impact, guide strategy, and deepen customer partnerships
• Skilled at building trust quickly and navigating conversations that drive retention, mitigate risk, and unlock growth
• You are comfortable working with data to inform your decisions. You know how to analyze usage patterns, spot churn risks, and create compelling value stories for customers
• You have experience working cross-functionally and sharing customer feedback in ways that influence product development
• You bring strong commercial instincts to customer conversations. You know how to sell through impact and outcomes, not just features, and you’re confident navigating pricing discussions with a focus on value
• You approach problems with a proactive mindset. You’re skilled at asking the right questions, uncovering hidden risks, and helping customers get ahead of challenges before they become blockers
• You are known for forming strong, authentic relationships with customers and you are one of their favorite people to work with

Responsibilities

• Be accountable to revenue retention and expansion goals for Loop’s mid-market merchants by managing renewals, identifying growth opportunities, and clearly communicating Loop’s value and competitive advantage
• Build consultative, long-term relationships with your merchants by hosting meaningful QBRs, surfacing data-driven insights, and aligning on shared goals
• Increase product adoption by tailoring feature updates and communication to each merchant’s specific needs and priorities
• Proactively engage merchants with regular touchpoints that anticipate issues and minimize churn risk
• Partner cross-functionally to surface merchant feedback and product enhancement opportunities, helping Loop continuously improve
• Act as a strategic advisor throughout the merchant lifecycle, adapting your approach as the merchant matures and their needs evolve
• Use insights and account health data to drive retention strategies, prioritize outreach, and tell compelling value stories
• Stay informed on ecommerce trends, merchant needs, and Loop’s evolving product to support strategic conversations

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