Merchant Success Manager, Mid-Market

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 a 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, you are welcome to join us within the United States or select Canadian provinces (Ontario & British Columbia).

• 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.

• 3+ years of customer success or account management experience with mid‑market or 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 accounts.
• You know what it’s like to be accountable for revenue goals, and you’ve accomplished (or exceeded!) them in the past.
• Have tried and true ways to uncover and close new opportunities with accounts, and are willing to share a few examples with us.

• 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 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…