Merchant Onboarding Specialist; SaaS

Position: Merchant Onboarding Specialist (SaaS)
About the role
You will lead onboarding for fast-growing DTC brands, ensuring smooth setup, migration, and go-live on Loop. This role requires strong project ownership, communication, and problem-solving to deliver a seamless merchant experience and hand off to Customer Success with high confidence and adoption.

Responsibilities
Merchant Kickoff & Engagement
Send kickoff invites within 24 hours of sales handoff.
Lead onboarding calls to understand merchant goals, setup requirements, and timelines.
Maintain proactive weekly touchpoints (kickoff, progress updates, handover communication).
Solutioning & Setup
Configure subscription setups based on merchant needs.
Collaborate with Implementation Engineering for technical solutions.
Work with the Migration team to validate and execute subscription data imports.
Project & Timeline Management
Align milestones, timelines, and dependencies to move merchants to go-live.
Track onboarding progress in Salesforce, Sheets, and internal dashboards.
Escalate risks early when delays or product gaps impact merchant experience.
Merchant Experience & Retention
Ensure subscription widget go-live and migration completion.
Communicate with empathy during delays, escalations, or product limitations.
Collect structured feedback and share with Product and Success teams.
Handover to Success Team
Deliver a fully updated onboarding document firm merchants feel confident using Loop before transition.
Minimize churn during onboarding and in the first 30 days post-handover.

Ideal Profile
2-4 years in SaaS onboarding, customer success, or implementation roles.
Strong project management and organizational skills.
Comfort with tools like Salesforce, Google Sheets, Slack, and Shopify ecosystem apps.
Excellent written and verbal communication; empathetic and proactive with customers.
Experience working cross-functionally with technical and non-technical teams.
Able to maintain good calendar hygiene