Strategic Merchant Success Manager, Enterprise

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.
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. That said, we value creative problem-solvers and know there’s more than one way to excel.
At Loop, we believe that flexibility and choice are what allow you to do your best work. With our Blended Working Environment, you have options ranging from joining our HQ office (in Columbus, Ohio), opting into a Hub (a location with 4+ team members), or staying totally secluded (our version of remote). Our team is spread across the United States, select provinces in Canada (Ontario & British Columbia), and the United Kingdom. Wherever you live, you can create the work environment that best matches your preferences and lifestyle.

Challenge: Be Accountable To Revenue Retention Goals For Loop’S Enterprise Merchants.

• 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.

Your Experience:

• 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.

Challenge: Accelerate Customer Adoption By Developing And Strengthening Exceptional Relationships With Your Accounts.

• 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.

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 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.

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Loop Story
In a perfect world, Loop wouldn't exist. If we had our way, we'd live in a world where we're mindful about how we consume, we love every product we own, and we share values with the brands who create them. In reality, commerce isn't perfect and often breaks. Loop creates second chances.
We're starting by revolutionizing the post-purchase experience. We've taken one of the most fragile commerce interactions - returns - and turned it into something consumers actually love, and that deepens our connection to brands and products.
We take connection seriously on the inside, too. We're building a work experience that allows you to Be A Human First and prioritizes empathy and wellbeing. We view Loop as a special place in your career to shape the future of an industry and become a better person while doing it. You can grow faster here in a shorter amount of time - we'll give you space and trust you to fill it.
Learn more about us here: https://loopreturns.com/careers.
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