Merchant Success Manager, Enterprise

Job description

Our merchants are at the center of everything we do. The Merchant Success team exists to help merchants realize the full value of partnering with Loop - from onboarding and implementation through ongoing support, strategic guidance, and long-term growth. As Loop's first Enterprise Merchant Success Manager in the APAC region, you'll play a pivotal role in establishing and growing our presence in the market. You'll serve as a trusted advisor to enterprise merchants, helping them achieve their business goals while acting as the voice of our brand, product, and customer philosophy. At the same time, you'll advocate internally for the unique needs of APAC merchants, ensuring their feedback shapes our product and customer experience. Success in this role requires a combination of strategic thinking, empathy, and exceptional communication. You'll build strong relationships with merchants, drive product adoption, identify opportunities for growth, and help create long-lasting partnerships that deliver meaningful business outcomes. While the responsibilities below reflect where you'll spend much of your time, we're a fast-growing company, and this role will continue to evolve as Loop expands into new markets and enters its next phase of growth. At Loop, we're intentional about how we work so everyone can do their best work. We call this our Blended Working Environment. Our team is based across our headquarters in Columbus, Ohio, as well as Hub and Secluded locations throughout the United States, select Canadian provinces, the United Kingdom, and Australia. For this role, we're looking for someone based in Sydney, Australia. What You’ll Do: Own revenue retention, renewals, and expansion across your portfolio, consistently identifying opportunities for growth while proactively mitigating churn and contraction risk. Build trusted relationships with executive stakeholders and become a strategic partner who understands each merchant's business goals and helps them maximize the value of Loop. Lead Quarterly Business Reviews, executive business reviews, and other strategic engagements that demonstrate measurable business impact and long-term partnership opportunities. Drive product adoption by helping merchants successfully implement new capabilities, increase feature utilization, and realize ongoing value from the Loop platform. Partner closely with Sales to identify and close cross-sell and upsell opportunities and support commercial conversations throughout the customer lifecycle. Work cross-functionally with Sales, Onboarding, Finance, Product, Engineering, Marketing, and Executive Leadership to deliver a seamless merchant experience. Collaborate with Product and Engineering to troubleshoot complex merchant issues, remove blockers, and ensure timely resolution of technical challenges. Serve as the voice of the customer by identifying recurring themes across your portfolio, translating merchant feedback into actionable product insights, and advocating for broader customer needs that influence product strategy and roadmap priorities. What You'll Bring: Several years of Enterprise Customer Success, Merchant Success, or Account Management experience supporting complex B2B SaaS customers. Experience in ecommerce or commerce technology is a strong advantage. A proven track record of owning enterprise renewals, consistently achieving or exceeding retention and expansion targets, and managing commercial conversations with executive stakeholders. Experience uncovering, developing, and closing growth opportunities within existing customer accounts while balancing customer advocacy with business outcomes. Demonstrated success building trusted executive relationships and becoming a strategic advisor to enterprise customers. Experience partnering cross-functionally with Sales, Onboarding, Finance, Product, Engineering, Marketing, and Executive Leadership to deliver outstanding customer experiences and solve complex business challenges. Experience working directly with Product and Engineering teams to troubleshoot technical issues for customers while also advocating for broader customer needs that resulted in meaningful product improvements or roadmap enhancements. Strong analytical skills with the ability to leverage data, spreadsheets, and customer insights to tell compelling value stories, identify trends, and drive strategic recommendations. Excellent communication skills with experience tailoring messaging across different stages of the customer lifecycle and influencing stakeholders across both customer organizations and internal teams. Curiosity and a continuous improvement mindset, including using modern tools and AI to improve efficiency, scale your impact, and better serve enterprise merchants. #LI-JG1 Loop Story Commerce should feel effortless. Every product adored, every order perfect, every customer loyal for life. But reality is messier: operations get tangled, margins grow thin, and trust is fragile. That’s where Loop steps in. We create confidence where commerce fails. We started by fixing returns and exchanges. Today, we’re building a connected commerce operations suite — powering everything from order tracking to fraud prevention, with hundreds of innovations in between. Grounded in data and insight, our platform helps merchants make smarter decisions with every transaction. Over 5,000 of the world’s most loved brands trust Loop to turn cost centers into growth engines. Our mission is simple: protect margins, delight customers, and help merchants build businesses that last. Life at Loop is rooted in our core values. We balance high empathy with high standards, knowing that work is better when we can show up authentically and resilience is built by facing challenges head-on. We expect you’ll grow quickly, learning skills that last far beyond your time here. Loop is a formative chapter in your career — a chance to shape the future of commerce and to leave better than when you arrived. Learn more about us here: https://loopreturns.com/careers. You can review our privacy notice here. #LI-JG1Loop StoryCommerce should feel effortless. Every product adored, every order perfect, every customer loyal for life. But reality is messier: operations get tangled, margins grow thin, and trust is fragile. That’s where Loop steps in. We create confidence where commerce fails.We started by fixing returns and exchanges. Today, we’re building a connected commerce operations suite — powering everything from order tracking to fraud prevention, with hundreds of innovations in between. Grounded in data and insight, our platform helps merchants make smarter decisions with every transaction. Over 5,000 of the world’s most loved brands trust Loop to turn cost centers into growth engines. Our mission is simple: protect margins, delight customers, and help merchants build businesses that last.Life at Loop is rooted in our core values. We balance high empathy with high standards, knowing that work is better when we can show up authentically and resilience is built by facing challenges head-on. We expect you’ll grow quickly, learning skills that last far beyond your time here. Loop is a formative chapter in your career — a chance to shape the future of commerce and to leave better than when you arrived.Learn more about us here: https://loopreturns.com/careers.You can review our privacy notice here.