Loopio

Customer Support

• Provide personalized and relevant assistance to all Loopio users by responding to support tickets and phone inquiries
• Reproduce issues, review logs and internal resources to debug issues
• Deliver viable workarounds and solutions to help customers meet deadlines
• Document internal learnings, assisting other support team members in solving tickets
• Participate in internal training sessions to teach teammates new skills
• Create and maintain help center resources for customer self-service
• Collaborate with Customer Experience team to deliver value and contribute to customer retention

Customer Support Specialist

Machine Learning Engineer

• Build and productionize LLM and NLP models across various tasks
• Improve model accuracy, relevance, and robustness through evaluation frameworks and experimentation
• Design scalable ML services and inference pipelines in Python
• Integrate models with retrieval systems and feature stores
• Collaborate with Product, Engineering, and Applied Sciences to translate requirements into engineering plans
• Participate in technical design reviews and mentor on NLP techniques

Senior Machine Learning Engineer, Library

Account Manager

• Leading end-to-end conversations around Renewal negotiations and Expansion opportunities
• Build meaningful relationships with customers through engaging emails, phone calls, video and in-person meetings
• Map customer organization and develop strategies to increase customer engagement
• Partner closely with Customer Success Managers to understand customer adoption and identify expansion opportunities
• Negotiate contract terms and pricing with guidance
• Conduct discoveries and online demonstrations of the Loopio platform
• Maintain and update account information in Salesforce

Senior Account Manager

Full-stack Engineer

• Leading and rapidly building end-to-end features from scratch for Loopio’s web platform
• Proactively build technology to prevent bugs as they come up
• Interact with and gather detailed feedback from customers for user-centric experience
• Collaborate closely with Product Managers and Product Designers in an agile environment
• Mentor and coach others, providing technical guidance
• Comfortable leading technical design discussions and facilitating decision-making

Staff Software Developer

Marketing

• Own and execute the end-to-end customer marketing strategy across onboarding, adoption, retention, expansion, and advocacy to drive customer value and revenue impact
• Design onboarding and post-onboarding lifecycle and nurture programs to accelerate time-to-value, including behaviour-based campaigns informed by usage data and customer health signals
• Drive feature adoption and ongoing product engagement in close partnership with Product and Product Marketing, supporting launches and roadmap priorities
• Lead customer communications and launch motions, ensuring clear, timely, and value-driven messaging across product updates, initiatives, and programs
• Partner with Customer Success and Sales to support renewals, upsell, and cross-sell motions, including targeted campaign plays for at-risk, stable, and growth accounts
• Develop customer proof, ROI storytelling, and expansion-facing enablement assets that support renewal and growth conversations
• Build and scale a comprehensive customer advocacy program, including case studies and customer stories, online reviews (e.g. G2, TrustRadius), customer references, and customer speakers for events and webinars
• Identify, cultivate, and activate customer champions across segments and industries in partnership with Customer Success and Brand
• Serve as the connective tissue between Marketing, Customer Success, Sales, Product, Brand, and RevOps, aligning on customer data, segmentation, health scoring, and success milestones
• Define, track, and optimize customer marketing KPIs and dashboards, measuring impact across retention, churn, net revenue retention (NRR), product adoption, expansion influence, and advocacy participation

Senior Customer Marketing Manager

• Working with a team of developers to build end-to-end features from scratch
• Collaborating closely with our Product Managers and Product Designers in an agile environment
• Using knowledge of full stack development to support the team where needed
• Participating in all Scrum rituals
• Contributing to the transition of our application to a service-based architecture
• Squashing bugs as they come up

Software Developer

Manager

• Work as part of the Scaled Customer Success team.
• Translate customer insights into scalable digital programs.
• Identify efficiency gaps and automation opportunities.
• Lead cross-functional initiatives from concept to launch.
• Monitor customer health, usage trends, and engagement metrics.
• Build standardized and personalized communications for customers.
• Ensure adherence to best-in-class practices with RevOps.

Scaled Programs Manager

Security Operations

• Monitor and investigate security events across network, platforms, and cloud environments
• Support security incident response through investigation, escalation, and follow-up activities
• Review authentication activity, access controls, and system configurations to identify potential gaps
• Support with maintaining the effectiveness of security operational controls and practices, aligned with SOC 2 and ISO requirements
• Maintain and support logging and monitoring controls across infrastructure and cloud services
• Participate in BCP/DR testing and related documentation activities
• Support the Information Security team with ongoing governance, risk, and compliance (GRC) activities
• Collaborate with Engineering and Product to support secure software development practices
• Work cross-functionally to support security operations and customer trust initiatives

Security Operations Specialist

Data Engineer

• Act as a glue between stakeholders, engineering teams, and researchers to drive progress on complex initiatives
• Design, build, and optimize data pipelines to support high-scale data ingestion
• Develop and maintain a feature store to support predictive models
• Build automation tooling for data orchestration, testing, and monitoring
• Architect scalable data solutions leveraging AWS services
• Partner with Data Scientists, ML Engineers, and business stakeholders to create AI-powered insights