Job Description

As a Merchant Success Manager at Loop, you will be the voice for our brand, product, and philosophy. Through strategy, empathy, and strong communication, you will work with our merchants to guarantee they’re maximizing their use of our product, and that they are happily lifelong customers of Loop. This role will manage a portfolio primarily made up of Australia and New Zealand merchants, playing a key part in Loop’s international expansion efforts. You’ll share feedback and insights from ANZ merchants to help shape our strategy and inform how we invest in growing that market.

Responsibilities

• Be accountable to revenue retention and expansion goals for Loop’s mid-market merchants by managing renewals, identifying growth opportunities, and clearly communicating Loop’s value and competitive advantage
• Build consultative, long-term relationships with your merchants by hosting meaningful QBRs, surfacing data-driven insights, and aligning on shared goals
• Increase product adoption by tailoring feature updates and communication to each merchant’s specific needs and priorities
• Proactively engage merchants with regular touchpoints that anticipate issues and minimize churn risk
• Partner cross-functionally to surface merchant feedback and product enhancement opportunities, helping Loop continuously improve
• Act as a strategic advisor throughout the merchant lifecycle, adapting your approach as the merchant matures and their needs evolve
• Use insights and account health data to drive retention strategies, prioritize outreach, and tell compelling value stories
• Stay informed on ecommerce trends, merchant needs, and Loop’s evolving product to support strategic conversations

Requirements

• 3+ years of experience in Customer Success or Account Management, supporting mid-market or enterprise accounts in a B2B SaaS environment
• Experience owning renewals, achieving revenue goals, and driving account growth
• Experienced in delivering QBRs and using data to showcase impact, guide strategy, and deepen customer partnerships
• Skilled at building trust quickly and navigating conversations that drive retention, mitigate risk, and unlock growth
• Comfortable working with data to inform decisions and analyze usage patterns
• Experience working cross-functionally and sharing customer feedback in ways that influence product development
• Bring strong commercial instincts to customer conversations
• Approach problems with a proactive mindset
• Known for forming strong, authentic relationships with customers

Benefits

• No benefits