Merchant Success Manager, Mid-Market

Loop is a commerce operations company that helps merchants protect margins, delight customers, and build lasting businesses through data-driven solutions. The Mid-Market Merchant Success Manager will manage a portfolio of growing merchants, driving retention, product adoption, revenue expansion, and strong consultative partnerships through strategic account management and cross-functional collaboration.

Responsibilities:

• Your main priority is to make our merchants successful, and you’ll use any and all of your resources to make it happen
• Be accountable for revenue retention, renewals, expansion, and retraction mitigation across your assigned portfolio
• Use merchant goals, health signals, engagement, product usage, and renewal timing to prioritize your book of business and determine where proactive intervention will have the greatest impact
• Lead complex renewal and commercial conversations, clearly articulating Loop's value and competitive differentiation to stakeholders across the merchant's organization
• You’ll partner cross-functionally with Account Executives to cross-sell our products to your existing merchant base
• Host quarterly business reviews with your key accounts, showing up with content that aligns merchants priorities to Loop's capabilities and the outcomes that matter most to their business
• 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 to 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
• Use AI, automation, templates, and operating rhythms to reduce manual work, improve consistency, and create more time for high-impact merchant engagement
• Partner effectively with Sales, Onboarding, Support, Product, Solutions, and other teams to move merchant needs forward with clear context and ownership
• Navigate merchant issues through the appropriate channels, maintain clear communication, and stay accountable for the overall merchant experience even when another team owns the resolution
• Surface recurring merchant feedback and product themes with clear examples, business impact, and appropriate expectations about potential action

Requirements:

• For this position, we are looking for a teammate located in the United States.
• 3+ years of customer success or account management experience with mid-market or enterprise businesses for B2B SaaS products
• 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
• You have tried to find 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 merchants and becoming one of their favorite people to work with are always top priorities 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
• You have managed a sizable portfolio while maintaining strong organization, responsiveness, and proactive engagement
• You can explain how you use AI or automation to work more efficiently and improve the quality or consistency of customer support
• You collaborate well across teams and can create momentum without relying on direct authority
• You can share examples of customer feedback that contributed to product, process, or service improvements
• If you have experience working with the ecommerce industry, that is a huge differentiator for us!