Merchant Success Manager – Enterprise

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $100k - $120k / 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

• Serve as strategic advisor to larger, more complex merchant relationships • Optimize the value of the Loop partnership from onboarding through ongoing support and strategic account management • Drive measurable merchant outcomes, deeper partnerships, and durable long-term relationships • Own revenue retention, renewals, expansion, and retraction mitigation across an assigned enterprise portfolio • Develop strategic account plans connecting merchant priorities to business outcomes, product adoption, renewal strategy, and long-term growth • Identify risks early, create mitigation plans, and maintain accurate forecasts and internal visibility • Lead complex renewal and commercial conversations, articulating Loop’s value and competitive differentiation • Partner with Sales to uncover cross-sell opportunities, build business cases, and convert them into closed revenue • Lead quarterly business reviews and executive touchpoints with recommendations and next steps • Maintain creative, regular account touchpoints to prevent issues and merchant churn • Increase adoption of Loop features by communicating relevant feature updates • Build relationships with senior, executive, operational, and day-to-day stakeholders • Gather merchant feedback and report product enhancement themes to the Merchant Success team • Orchestrate collaboration across Sales, Product, Engineering, Solutions, Support, Data, and leadership • Lead high-stakes escalations with clear ownership, communication, and realistic expectations • Represent recurring enterprise themes and opportunities to Product and leadership

🎯 Requirements

• 3+ years of customer success or account management experience with enterprise businesses for B2B SaaS products • Experience working with the ecommerce industry is a differentiator • Experience overseeing renewal processes and successfully renewing enterprise accounts • Experience being accountable for and achieving or exceeding revenue goals • Experience uncovering and closing new opportunities with accounts • Ability to use tools, including AI, to improve work, scale impact, and support enterprise merchants • Experience owning or partnering on merchant communications • High proficiency with spreadsheets to extract, analyze, and interpret insights • Experience mitigating churn and increasing product feature usage through proactive customer interactions and relationships • Experience sharing customer feedback that led to product updates • Understanding of different stages of the customer journey and appropriate communications • Ability to lead cross-functional work without direct authority • Ability to create clarity, accountability, and momentum across teams • Ability to remain composed and credible through ambiguity, service issues, competing priorities, and executive-level escalations • Experience providing customer feedback that influenced product, process, or service improvements

🏖️ Benefits

• Annual commission expected to be 25% of base salary • Medical insurance • Dental insurance • Vision insurance • Flexible PTO • Company holidays • Sick & safe leave • Parental leave • 401k • Monthly wellness benefit • Home workstation benefit • Phone/internet benefit • Equity