[Hiring] Merchant Success Manager @Loop

Role Description

Our merchants are the heart and soul of our business, and the Merchant Success Team at Loop exists to optimize the value of the Loop partnership to their business. This begins with the merchant onboarding experience and continues through ongoing support and strategic account management.

As a Mid-Market Merchant Success Manager at Loop, you will own a portfolio of growing merchants and help them realize measurable value from their partnership with Loop. Through consultative relationships, strong prioritization, repeatable playbooks, and scalable engagement, you will drive retention, product adoption, and expansion across your book of business.

This role requires the ability to balance proactive strategy with portfolio efficiency, use data and health signals to focus time where it will have the greatest impact, and deliver a consistently strong merchant experience at scale.

Right away, we’ve listed what we think you’ll be spending your time on. We’re growing fast, and growth means the challenges we’ll work on together will change as we lead Loop through new and different phases.

This is an indispensable role with us, so we’ll be looking for you to have examples of when you’ve tackled these challenges throughout your career. We’ve laid out the experience we think is important to set you up for success in this role. But, we appreciate that different humans will solve problems in different ways, so we don’t expect you to fit exactly in a box of requirements.

At Loop, we're intentional about how we work so everyone can do their best work. We call this our Blended Working Environment. Our team is based across our headquarters in Columbus, Ohio, as well as Hub and Secluded locations through the United States, select Canadian provinces, the United Kingdom, and select Australian states.

For this position, we are looking for a teammate located in the United States.

Qualifications

• 3+ years of customer success or account management experience with mid-market or enterprise businesses for B2B SaaS products.
• Experience working with the ecommerce industry is a huge differentiator.
• Managed accounts long enough to oversee the renewal process and successfully renewed many accounts.
• Accountable for revenue goals, with a history of accomplishing (or exceeding) them.
• Experience in uncovering and closing new opportunities with accounts.
• Involved in merchant communications, either owning or partnering with marketing teams.
• Love for data, with established processes for extracting and analyzing data to create compelling value stories.
• Examples of proactive interactions and strong relationships contributing to mitigating churn and increasing product usage.
• Understanding of different stages of the customer journey and communication strategies.

Requirements

• Be accountable for revenue retention and expansion goals for Loop’s mid-market merchants.
• Make merchants successful using all available resources.
• Lead complex renewal and commercial conversations, articulating Loop's value and competitive differentiation.
• Partner cross-functionally with Account Executives to cross-sell products.
• Host quarterly business reviews with key accounts, aligning merchant priorities to Loop's capabilities.
• Engage in regular, creative touchpoints with accounts to preemptively address issues.
• Increase usage and adoption of Loop’s features by communicating new updates.
• Talk to merchants constantly and report product enhancement themes and feedback.
• Use AI, automation, templates, and operating rhythms to reduce manual work.
• Partner effectively with Sales, Onboarding, Support, Product, Solutions, and other teams.
• Navigate merchant issues through appropriate channels and maintain clear communication.
• Surface recurring merchant feedback and product themes with clear examples.

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.