Scaled Programs Manager

Take your career to new heights with Loopio!

Loopio is looking for a detail-oriented, customer-focused, data-driven individual to join our innovative Scaled Customer Success team. In this role, you will contribute to Loopio’s digital strategy and collaborate with the wider Customer Success team on initiatives to drive forward our Digital Customer Success program. You’ll also join a company with endless opportunities to accelerate your career.

Note:

This is an existing vacancy on the team

• Working as a part of the Scaled Customer Success team within Loopio’s Scaled CS department, focused on helping customers win in their response management efforts through a digital-led customer adoption and renewal journey.

• Translate customer and business insights into scalable digital programs that increase product adoption, reduce churn risk, and improve retention performance.

• Work closely with internal teams to identify efficiency gaps and automation opportunities to streamline internal and customer-facing processes.

• Lead cross-functional initiatives end-to-end, from concept to launch, through structured project planning (including scoping, program design requirements, success metrics, timelines) and consistent stakeholder communication.

• Act as the primary liaison for program updates, risk implications, and milestone tracking, ensuring transparency and predictable delivery via reliable project management.

• Monitor customer health, usage trends, and engagement metrics to ensure each engagement delivers value to our customers and drives adoption within the Loopio platform.

• Build standardized and personalized communications for customers based on time-based, action-based, or value-driven triggers in the Gainsight platform.

• Work with Rev Ops and our Gainsight CSM to ensure we adhere to best-in-class practices to streamline Customer Success activities.

• Impeccable written and oral communication skills; you’ll be communicating with our customers and our internal teams on key initiatives and changes to processes.

• Highly organized; your calendar reminders have calendar reminders.

• Accountability in project management. You feel a deep sense of responsibility for the success of your projects, adhering to deadlines, working collaboratively with other teams to complete them, and keeping key stakeholders up to date without exception.

• You are naturally curious, always seeking to understand the 'why' behind the problems you solve for your customers, and eager to bring creative ideas to the table.

• Results-oriented; you always have your next goal in mind and plan to get there.

• Extremely analytical; you leverage data in all of your strategic decision-making and problem-solving.

• At least 3 years of experience in (Scaled) Customer Success, customer service, customer enablement, or customer marketing.

• Experience building automated programs or customer marketing initiatives to drive engagement, adoption, and value outcomes in a digital-first environment.

• Experience with Gainsight, Hubspot, and Salesforce in SaaS is a huge plus.

• We are currently only looking for candidates who reside in the Greater Toronto Area and can access our co-working space in Downtown Toronto for the occasional team get-together.

• Loopio is a remote-first workplace with a Canada HQ and established hub regions around the world where we hire from.

• Employees live and work in Canada (British Columbia and Ontario), the United Kingdom (London), and India (Gujarat, Maharashtra, Bengaluru).

• The majority of our team is based in Ontario and British Columbia, and employees work remotely within a 300km radius of Toronto (Ontario) or Vancouver (BC).

• Flexible co-working locations are available in Ontario and British Columbia. Ontario-based employees may use a co-working space in Downtown Toronto; BC-based employees may work centrally in Vancouver. Work location is flexible.

• You’ll collaborate with teams virtually across the UK, India, and North America (via Zoom and Slack) with core sync hours and focus time for heads-down work.

• Asynchronous collaboration is encouraged to support a global #One Team.

• Your…