Merchant Success Manager, Mid-Market

Loop is a company dedicated to optimizing the value of its partnerships with merchants. As a Merchant Success Manager, you will focus on ensuring merchant success through onboarding, ongoing support, and strategic account management, while driving revenue retention and expansion goals.

Responsibilities:

• Be accountable to revenue retention and expansion goals for Loop’s mid-market merchants
• Your main priority is to make our merchants successful, and you’ll use any and all of your resources to make it happen
• You’ll be responsible for contract renewals and retention for your accounts and have a commission component tied to revenue retention, which includes conveying the value Loop provides to our merchants and our differentiators when compared to competitors
• You’ll have a quarterly quota for expansion, which you’ll accomplish by identifying and closing expansion opportunities with your assigned accounts
• 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 proves how Loop provides them value and illustrating how we can grow together
• 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 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

Requirements:

• 3+ years of customer success or account management experience with mid-market or enterprise businesses for B2B SaaS products
• Experience working with the ecommerce industry
• Managed accounts for a long enough period of time that you oversaw the renewal process with them
• Successfully renewed many accounts
• Accountable for revenue goals, and have accomplished (or exceeded!) them in the past
• Tried and true ways to uncover and close new opportunities with accounts
• Involved in merchant communications in prior roles, either owning 100% of your communications or partnering with marketing teams
• Love data, and have established processes to extract data, analyze it and create compelling value stories for customers
• Proactive interactions and strong relationships with customers have directly contributed to mitigating churn
• Creating exceptional partnerships with customers
• Understanding the different stages of the customer journey
• Examples of how you've thoughtfully shared customer feedback that led to updates to your product