Who you are

• This is an indispensable role with us, so we’ll be looking for you to have examples of when you’ve tackled these challenges throughout your career
• We’ve laid out the experience we think is important to set you up for success in this role. That said, we value creative problem-solvers and know there’s more than one way to excel
• You have a few years of customer success or account management experience with strategic 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’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
• Demonstrated ability to multi-thread relationships and engage stakeholders at every level, from day-to-day operators to C-suite executives
• 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

What the job involves

• Our merchants are the heart and soul of our business, and the Merchant Success Team at Loop exists to maximize the value of the Loop partnership to their business
• This begins with the merchant onboarding experience and continues through ongoing support and strategic account management
• As a Strategic Merchant Success Manager at Loop, you’ll partner with the Top Merchants on Shopify, some of the most recognizable brands in ecommerce
• Acting as a trusted advisor, project manager, and advocate, you’ll ensure these brands see transformational impact through their partnership with Loop
• By combining strategy, empathy, and strong communication, you’ll deepen relationships across multiple stakeholders and secure long-term growth
• This is a highly strategic, cross-functional role, you’ll often find yourself orchestrating projects across product, support, partnerships, and marketing teams, while also influencing executive sponsors and operational leaders at your accounts
• Be accountable for quarterly revenue retention targets for Loop’s largest and most complex merchants
• Align Loop’s capabilities with merchant’s business goals to identify and secure expansion opportunities and mitigate risk
• Own renewal conversations and conveyLoop’s differentiated value and long-term impact
• Anticipate risks, proactively address challenges, and design success plans to ensure account health
• Host strategic business reviews with data-driven insights and recommendations that highlight ROI and future growth potential
• Increase adoption of Loop’s features by tailoring updates to merchant-specific priorities
• Build multi-threaded relationships across executives, operators, and technical teams
• Act as the voice of the customer, advocating for Top Brand needs and influencing Loop’s product roadmap

Benefits

• Equity - We offer stock options as a strategy for investing in the success of our business and happiness of our team members. By offering stock options, all team members are owners and play an integral role in the long-term success of our business
• Health Insurance - We believe in taking care of your whole self, all the time. Your bases are covered with healthcare benefits–medical, dental, and vision insurance–and Loop helps with the premiums
• Flexible Paid Time Off - We have no limit on the amount of time off you can take. Use PTO to get away, move into a new place, celebrate your birthday, or whatever you need it for!
• Paid Parental Leave - We’re committed to supporting our team members during and after this significant life change. Loop offers 14 weeks of paid parental leave, plus an additional ramp-up period, so new parents can gradually transition back into their role
• Paid Holidays - 15 paid company holidays, including our very own holidays we call “Loop Days.”
• Paid Sick and Safe Leave - You’re not a machine, you’re a human—and you can only do your best work when you feel your best. Loop offers 2 weeks of paid Sick and Safe Leave to use if you are not feeling well, need to take care of a loved one, or need a mental health day
• Monthly Wellness Benefit - We value our employees' experience and support their quality of life outside work. Our wellness benefit includes reimbursements for both personal (physical/mental) and professional wellbeing
• Blended Working Environment - We believe you can do your best work when you have the flexibility to choose where and how you do it. Our Blended Working Environment is the ability to customize the way that you work through a combination of Employee Experiences (secluded, hub, office) and Work Modes (remote, hybrid, in-person). This includes a quarterly budget for use of a co-working space and budget to plan in-person or remote gatherings
• Home Workstation Benefit - We want you to be set up for success from day one, so we offer a one-time reimbursement for you to purchase or refresh anything for your work-from-home setup. We’ll also provide you with a Macbook, monitor, keyboard, and mouse
• Internet & Phone Benefit - We reimburse a portion of your phone or internet bill so you can stay connected and comfortable