Loop

Merchant Success Manager – Enterprise

Loop

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $96,000 - $120,000 per year

About the role

  • Be accountable to revenue retention goals for Loop’s enterprise merchants.
  • Your main priority is to make our merchants successful, and you’ll use any and all of your resources to make it happen.
  • You’ll have quarterly revenue retention targets by identifying and securing expansion opportunities within your assigned accounts, while effectively managing account renewals and mitigating retraction risks.
  • You’ll focus on maintaining strong relationships with your merchants by proactively addressing their needs, ensuring they receive the full value from Loop, and supporting their long-term success.
  • You’ll be responsible for contract renewals and retention for your accounts, which includes conveying the value Loop provides to our merchants and our differentiators when compared to competitors.
  • You’ll work in close partnership with Sales to uncover cross-sell opportunities, build business cases, and convert them into closed revenue
  • 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.

Requirements

  • You have a few years of customer success or account management experience with 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 enterprise accounts.
  • You know what it’s like to be accountable for revenue goals, and you’ve accomplished (or exceeded!) them in the past.
  • You have tried and true ways to uncover and close new opportunities with accounts, and are willing to share a few examples with us.
  • You can speak to how you use tools, including AI, to improve how you work, scale your impact, and better support enterprise merchants.
  • 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 are highly proficient with spreadsheets, using them to extract, analyze, and interpret insights that power 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.
  • 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 & Tools
customer successaccount managementB2B SaaSrenewal processdata analysisspreadsheetsrevenue goalscross-sell opportunitiesmerchant communicationsproduct feature adoption
Soft Skills
relationship buildingproactive communicationpartnership creationproblem-solvingcustomer feedback sharingcreativityaccountabilitystrategic thinkingcollaborationcustomer journey understanding