Merchant Success Manager, Mid-Market

🕒 September 3

🇺🇸 United States – Remote

💵 $75k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Loop

WebsiteLinkedInAll Job Openings

51 - 200 employees

📦 Logistics

💼 Consulting

📣 Marketing

💰 $65M Series B on 2021-07

Logistics • Consulting • Marketing

Loop is a comprehensive returns management platform designed for eCommerce brands. It helps businesses optimize operations related to returns, post-purchase experiences, and reverse logistics. The platform offers features like automated returns, fraud prevention, exchanges, insights, and workflows, which are customizable to fit any brand's needs. Loop integrates seamlessly with popular applications, especially those on Shopify, and allows businesses to handle millions of returns efficiently, driving customer loyalty and retaining revenue. The company's service is scalable, secure, and supported by an enterprise-level service delivery team.

📋 Description

• Own a portfolio of growing mid-market merchants • Drive revenue retention, renewals, expansion, and retraction mitigation • Prioritize accounts using merchant goals, health signals, engagement, product usage, and renewal timing • Lead complex renewal and commercial conversations and articulate Loop’s value and competitive differentiation • Partner with Account Executives to cross-sell products to existing merchants • Host quarterly business reviews with key accounts • Maintain creative, regular account touchpoints to prevent issues and merchant churn • Increase usage and adoption of Loop features through targeted feature-update communications • Gather merchant feedback and report product enhancement themes to Merchant Success • Use AI, automation, templates, and operating rhythms to reduce manual work • Partner with Sales, Onboarding, Support, Product, Solutions, and other teams • Navigate merchant issues while maintaining accountability for the overall merchant experience • Surface recurring merchant feedback and product themes with examples, business impact, and appropriate expectations

🎯 Requirements

• 3+ years of customer success or account management experience with mid-market or enterprise businesses for B2B SaaS products • Ecommerce industry experience is a differentiator • Experience overseeing renewal processes and successfully renewing accounts • Experience being accountable for and accomplishing or exceeding revenue goals • Experience uncovering and closing new opportunities with accounts • Experience owning or partnering on merchant communications • Ability to extract, analyze, and use data to create compelling customer value stories • Experience mitigating churn and increasing product feature usage through proactive customer interactions • Ability to share customer feedback that led to product updates • Understanding of different customer journey stages and appropriate communication • Experience managing a sizable portfolio with strong organization, responsiveness, and proactive engagement • Ability to use AI or automation to work efficiently and improve customer support quality or consistency • Ability to collaborate cross-functionally and create momentum without direct authority

🏖️ Benefits

• Annual commission expected to be 25% of base salary • 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