Loop · 1 day ago
Merchant Success Manager, Enterprise
United States
Full-time
Remote
Mid, Senior Level
$96K/yr - $120K/yr
3+ years expLoop is a company dedicated to enhancing the merchant experience through effective partnership and support. The Enterprise Merchant Success Manager will be responsible for optimizing merchant onboarding, maintaining strong relationships, and achieving revenue retention goals while ensuring merchants derive maximum value from Loop's offerings.
AdvertisingE-CommerceE-Commerce PlatformsInternetSoftware
Responsibilities
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
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
Qualification
Required
A few years of customer success or account management experience with 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 enterprise accounts
Accountable for revenue goals, with a history of accomplishing (or exceeding) them
Proven methods to uncover and close new opportunities with accounts
Ability to use tools, including AI, to improve work, scale impact, and better support enterprise merchants
Experience hosting quarterly business reviews with key accounts
Engaged in regular, creative touchpoints with accounts to avoid merchant churn
Increased usage and adoption of all Loop's features by communicating new feature updates to accounts
Experience in merchant communications, either owning communications or partnering with marketing teams
Highly proficient with spreadsheets for extracting, analyzing, and interpreting insights
Examples of proactive interactions and strong relationships with customers contributing to mitigating churn
Ability to create exceptional partnerships with customers
Experience sharing customer feedback that led to product updates
Understanding of the different stages of the customer journey and communication differences
Benefits
Medical, dental, and vision insurance
Flexible PTO
Company holidays
Sick & safe leave
Parental leave
401k
Monthly wellness benefit
Home workstation benefit
Phone/internet benefit
Equity
Company
Loop
Loop is a return portal that automated all the returns and refunds of products.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$125.45MKey Investors
CRVFirstMark
2023-10-04Series B
2023-01-12Series B· $50M
2021-07-21Series B· $65M
Leadership Team
Jonathan Poma
Chief Executive Officer
Recent News
2026-02-06
2026-02-04
2026-01-16
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