Merchant Success Manager, Enterprise
Job description
Our merchants are the heart and soul of our business, and the Merchant Success Team at Loop exists to optimize 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 an Enterprise Merchant Success Manager at Loop, you will serve as the strategic advisor to our larger, more complex merchant relationships. Through business acumen, empathy, strong communication, and cross-functional leadership, you will work with our merchants to achieve measurable outcomes, deepen their partnership with Loop, and build durable, long-term relationships.
This role requires the ability to navigate sophisticated organizations, align executive and operational stakeholders, translate complex data into a clear value story, and mobilize the right Loop resources based on merchant needs and business impact.
Right away, we’ve listed what we think you’ll be spending your time on. We’re growing fast, and growth means the challenges we’ll work on together will change as we lead Loop through new and different phases.
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. But, we appreciate that different humans will solve problems in different ways, so we don’t expect you to fit exactly in a box of requirements.
At Loop, we're intentional about how we work so everyone can do their best work. We call this our Blended Working Environment. Our team is based across our headquarters in Columbus, Ohio, as well as Hub and Secluded locations through the United States, select Canadian provinces, the United Kingdom, and select Australian states.
For this position, we are looking for a teammate located in the United States.
Challenge: Be accountable for revenue retention and expansion 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.
Be accountable for revenue retention, renewals, expansion, and retraction mitigation across your assigned portfolio.
Develop strategic account plans that connect each merchant's priorities to measurable business outcomes, product adoption, renewal strategy, and long-term growth opportunities.
Identify risks early, create clear mitigation plans, and maintain accurate forecasts and internal visibility throughout the merchant lifecycle.
Lead complex renewal and commercial conversations, clearly articulating Loop's value and competitive differentiation to stakeholders across the merchant's organization.
Work in close partnership with Sales to uncover cross-sell opportunities, build business cases, and convert them into closed revenue.
Your Experience:
You have +3 years 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.
Challenge: Accelerate customer adoption by developing and strengthening exceptional relationships with your accounts.
Lead quarterly business reviews and executive touch points that connect Loop performance to merchants goals, demonstrates measurable value, and establish clear recommendations and next steps.
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.
Build credibility with senior and executive stakeholders while maintaining strong relationships with day-to-day partners and operational teams.
Make Loop better by talking to merchants constantly and reporting product enhancement themes and feedback to the rest of the Merchant Success team.
Your Experience:
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 merchants and becoming one of their favorite people to work with are always top priorities for you.
You can share a couple of 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.
Challenge: Lead cross-functional outcomes for complex merchant needs.
Orchestrate the right partnership across Sales, Product, Engineering, Solutions, Support, Data, and leadership to advance high-impact merchant outcomes.
Lead high-stakes escalations with clear ownership, disciplined communication, realistic expectations, and a focus on rebuilding or strengthening merchant confidence.
Represent recurring enterprise themes and opportunities to Product and leadership, helping Loop stay close to the problems our merchants need us to solve.
Your Experience:
You have led cross-functional work without direct authority and know how to create clarity, accountability, and momentum across teams.
You remain composed and credible through ambiguity, service issues, competing priorities, and executive-level escalations.
You can share examples of customer feedback that influenced product, process, or service improvements while maintaining appropriate expectations.
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