[Hiring] Scaled Customer Success Manager @Loopio Inc.

Role Description

Take your career to new heights with Loopio! Loopio is looking for a client-facing, relationship-focused, outcomes-oriented individual to join our innovative Scaled Customer Success team! In this role, you will contribute to Loopio’s digital strategy and collaborate with the wider Customer Success team on initiatives.

💻 What You’ll Be Doing:

• Working as part of the Scaled/Digital Customer Success team within Loopio’s Customer Success at Scale department, focused on helping customers win in their response management efforts through a digital-led customer journey.
• Getting in front of the customer to gather feedback, understand their needs, and provide guidance on product adoption.
• Working closely with Loopio’s Customer Experience Leaders, Product, and other cross-functional departments developing digital communications for Loopio’s customers.
• Create standardized, personalized communications for customers based on time-based, action-based, or value-driven triggers, with the purpose of driving adoption and reducing churn.
• Monitor customer health, usage trends, and engagement metrics to ensure each customer is driving adoption within the Loopio platform.
• Partner closely with other teams within the CS at Scale Department (Adoption Services, Renewals, Education) to iterate on the Digital Customer Journey.
• Partner with Customer Enablement Managers to ensure a seamless transition from onboarding to our nurture phase.
• Monitor key product metrics and our Customer Health Score framework to understand customer usage and adoption of Loopio and predict customer behaviour.
• Work with our Customer Success software, Gainsight, to build engaging “success plays”, email templates, and meeting frameworks to help streamline Customer Success activities.
• Provide value-add services to customers as requested that support the adoption of Loopio and the customer’s ROI, including webinars, in-app guides, and other digital strategies.
• The net result is driving amazing outcomes for our customers that will then positively impact the business performance of Loopio through renewals and customer growth.

Qualifications

• Impeccable written and oral communication skills; you’ll be communicating with our customers, after all!
• You are naturally curious and always seeking to understand the 'why' of the problems you are solving for your customers.
• Highly organized; your calendar reminders have calendar reminders.
• A master of project management where deadlines are set, met and key stakeholders are kept up-to-date.
• Demonstrated ability to drive high-volume engagements and manage a large book of business effectively.
• Superb relationship-building skills, with a proven ability to cultivate deep and meaningful relationships with your teams and clients.
• Extremely analytical; you leverage data in all of your decision-making and can easily identify trends and recommend engagement strategies to address performance metrics.
• At least one year of experience in Customer Success, customer service, or customer marketing.
• Experience in SaaS is a huge plus!

Benefits

• Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Lattice for our 1:1s and performance conversations.
• You will have the opportunity to elevate your craft and the opportunity to explore your creativity, with a dedicated professional mastery allowance for more learning support!
• We offer a wide range of health and wellness benefits to support your physical and mental well-being, starting day 1 with Loopio.
• We’ll set you up to work remotely with a MacBook laptop, a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up.
• We’ll give you a Claude account to experiment with, automate your routine tasks, and build tools so you can work smarter every day.
• You’ll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment.
• Participate in townhalls, AMA (Ask-Me-Anything), and company celebrations to celebrate the big wins and milestones as #oneteam!
• Our four Employee Resource Groups offer opportunities for employees to learn and connect year-round.
• You’ll be a part of an award-winning workplace with an opportunity to make a big impact on the business.