Loop

Merchant Success Manager, Mid-Market

Loop

full-time

Posted on:

Location Type: Remote

Location: Ohio • United States

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Salary

💰 $76,800 - $115,200 per year

About the role

  • optimize the value of the Loop partnership to merchants
  • guarantee merchants maximize their use of Loop’s product
  • tackle challenges throughout your career by driving revenue retention and expansion goals for Loop’s mid-market merchants.
  • engage in regular touchpoints with accounts to avoid churn
  • increase usage and adoption of Loop’s features by communicating updates to accounts
  • share customer feedback with the Merchant Success team

Requirements

  • 3+ years of customer success or account management experience with mid-market or enterprise businesses for B2B SaaS products. If you have experience working with the ecommerce industry, that is a huge differentiator for us!
  • You’ve managed accounts for a long enough period of time that you oversaw the renewal process with them, and have successfully renewed many accounts.
  • You know what it’s like to be accountable for revenue goals, and you’ve 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.
  • You’ve been involved in merchant communications in prior roles, either owning 100% of your communications or partnering with marketing teams to strategically generate messaging.
  • You love data, and you’ve established processes for yourself to extract data, analyze it and use it to create compelling value stories for your customers.
  • You 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.
  • You understand the different stages of the customer journey, and that there’s a difference in how they should be communicated with.
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successaccount managementB2B SaaSdata analysisrevenue retentionrevenue expansionmerchant communicationscustomer journeyecommerce experiencerenewal process
Soft skills
relationship buildingcommunicationproactive interactionproblem solvingcollaborationstrategic thinkingcustomer feedback sharingadaptabilityaccountabilitypartnership development