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 are the voice for our brand, product, and philosophy. Through strategy, empathy, and strong communication, you will work with our merchants to guarantee they’re maximizing their use of our product, and that they are happily lifelong customers of Loop.
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 the way we work so that we can do our best work. We call this our Blended Working Environment. We work from our HQ in Columbus, OH, or one of our Hub or Secluded locations, and are distributed throughout the United States, select Canadian provinces, and the United Kingdom. For this position, we are looking for a teammate located in the United States.
Challenge: Be accountable to revenue retention 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.
- You’ll have quarterly revenue retention targets by identifying and securing expansion opportunities within your assigned accounts, while effectively managing account renewals and mitigating retraction risks.
- You’ll focus on maintaining strong relationships with your merchants by proactively addressing their needs, ensuring they receive the full value from Loop, and supporting their long-term success.
- You’ll be responsible for contract renewals and retention for your accounts, which includes conveying the value Loop provides to our merchants and our differentiators when compared to competitors.
- You’ll work in close partnership with Sales to uncover cross-sell opportunities, build business cases, and convert them into closed revenue
Your Experience:
- You have a few years of 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.
- 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.
- 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 customers, and quickly becoming one of their favorite people to work with is always a top priority 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.
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Loop Story
Commerce should feel effortless. Every product adored, every order perfect, every customer loyal for life. But reality is messier: operations get tangled, margins grow thin, and trust is fragile. That’s where Loop steps in. We create confidence where commerce fails.
We started by fixing returns and exchanges. Today, we’re building a connected commerce operations suite — powering everything from order tracking to fraud prevention, with hundreds of innovations in between. Grounded in data and insight, our platform helps merchants make smarter decisions with every transaction. Over 5,000 of the world’s most loved brands trust Loop to turn cost centers into growth engines. Our mission is simple: protect margins, delight customers, and help merchants build businesses that last.
Life at Loop is rooted in our core values. We balance high empathy with high standards, knowing that work is better when we can show up authentically and resilience is built by facing challenges head-on. We expect you’ll grow quickly, learning skills that last far beyond your time here. Loop is a formative chapter in your career — a chance to shape the future of commerce and to leave better than when you arrived.
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