Apply on Employer Site

Loop · 3 days ago

Merchant Success Manager, Mid-Market

United States

Full-time

Remote

Mid Level

$77K/yr - $115K/yr

3+ years exp

Loop is a company focused on optimizing the value of partnerships with their merchants. As a Merchant Success Manager, you will work closely with mid-market merchants to ensure they maximize their use of Loop's products, drive revenue retention, and build strong relationships through strategic account management.

AdvertisingE-CommerceE-Commerce PlatformsInternetSoftware

Comp. & Benefits

Responsibilities

Be accountable to revenue retention and expansion goals for Loop’s mid-market merchants

Make our merchants successful, and use any and all of your resources to make it happen

Be responsible for contract renewals and retention for your accounts and have a commission component tied to revenue retention

Convey the value Loop provides to our merchants and our differentiators when compared to competitors

Have a quarterly quota for expansion, which you’ll accomplish by identifying and closing expansion opportunities with your assigned accounts

Partner cross-functionally with Account Executives to cross-sell our products to your existing merchant base

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 proves how Loop provides them value and illustrating how we can grow together

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 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

Qualification

Customer success managementB2B SaaS experienceAccount managementEcommerce industry experienceData analysisConsultative relationshipsProactive interactionsCustomer feedback sharingUnderstanding customer journeyCommunication

Required

3+ years of customer success or account management experience with mid-market or enterprise businesses for B2B SaaS products

Experience working with the ecommerce industry

Managed accounts for a long enough period of time that you oversaw the renewal process with them, and have successfully renewed many accounts

Accountable for revenue goals, and have accomplished (or exceeded!) them in the past

Have tried and true ways to uncover and close new opportunities with accounts

Involved in merchant communications in prior roles, either owning 100% of your communications or partnering with marketing teams

Love data, and have established processes for extracting data, analyzing it and using it to create compelling value stories for customers

Examples of proactive interactions and strong relationships with customers that have contributed to mitigating churn and increased usage of product features

Creating exceptional partnerships with customers, and quickly becoming one of their favorite people to work with

Examples of thoughtfully sharing customer feedback that led to updates to the product

Understanding the different stages of the customer journey and how they should be communicated with