Merchant Success Manager, Mid-Market

Job description

Our merchants are the heart and soul of our business, and the Merchant Success Team at Loop exists to optimize the value of the Loop partnership to their business. This begins with the merchant onboarding experience and continues through ongoing support and strategic account management. As a Mid-Market Merchant Success Manager at Loop, you will own a portfolio of growing merchants and help them realize measurable value from their partnership with Loop. Through consultative relationships, strong prioritization, repeatable playbooks, and scalable engagement, you will drive retention, product adoption, and expansion across your book of business. This role requires the ability to balance proactive strategy with portfolio efficiency, use data and health signals to focus time where it will have the greatest impact, and deliver a consistently strong merchant experience at scale. Right away, we’ve listed what we think you’ll be spending your time on. We’re growing fast, and growth means the challenges we’ll work on together will change as we lead Loop through new and different phases. This is an indispensable role with us, so we’ll be looking for you to have examples of when you’ve tackled these challenges throughout your career. We’ve laid out the experience we think is important to set you up for success in this role. But, we appreciate that different humans will solve problems in different ways, so we don’t expect you to fit exactly in a box of requirements. 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 through the United States, select Canadian provinces, the United Kingdom, and select Australian states. For this position, we are looking for a teammate located in the **United States.** ### Challenge: Be accountable for revenue retention and expansion goals for Loop’s mid-market merchants. - Your main priority is to make our merchants successful, and you’ll use any and all of your resources to make it happen. - Be accountable for revenue retention, renewals, expansion, and retraction mitigation across your assigned portfolio. - Use merchant goals, health signals, engagement, product usage, and renewal timing to prioritize your book of business and determine where proactive intervention will have the greatest impact. - Lead complex renewal and commercial conversations, clearly articulating Loop's value and competitive differentiation to stakeholders across the merchant's organization. - You’ll partner cross-functionally with Account Executives to cross-sell our products to your existing merchant base. ### Your Experience: - 3+ years of customer success or account management experience with mid-market or enterprise businesses for B2B SaaS products. If you have experience working with the ecommerce industry, that is a huge differentiator for us! - You’ve managed accounts for a long enough period of time that you oversaw the renewal process with them, and have successfully renewed many accounts. - You know what it’s like to be accountable for revenue goals, and you’ve accomplished (or exceeded!) them in the past. - You have tried to find true ways to uncover and close new opportunities with accounts, and are willing to share a few examples with us. ### Challenge: Build impactful consultative relationships with your merchants to drive additional value through Loop. - Host quarterly business reviews with your key accounts, showing up with content that aligns merchants priorities to Loop's capabilities and the outcomes that matter most to their business. - 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 to 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. ### Your Experience: - 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 you’ve established processes for yourself to extract data, analyze it and use it to create 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 merchants and becoming one of their favorite people to work with are always top priorities 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. ### Challenge: Operate efficiently and partner cross functionally. - Use AI, automation, templates, and operating rhythms to reduce manual work, improve consistency, and create more time for high-impact merchant engagement. - Partner effectively with Sales, Onboarding, Support, Product, Solutions, and other teams to move merchant needs forward with clear context and ownership. - Navigate merchant issues through the appropriate channels, maintain clear communication, and stay accountable for the overall merchant experience even when another team owns the resolution. - Surface recurring merchant feedback and product themes with clear examples, business impact, and appropriate expectations about potential action. ### Your Experience: - You have managed a sizable portfolio while maintaining strong organization, responsiveness, and proactive engagement. - You can explain how you use AI or automation to work more efficiently and improve the quality or consistency of customer support. - You collaborate well across teams and can create momentum without relying on direct authority. - You can share examples of customer feedback that contributed to product, process, or service improvements.