Loop · 1 week ago
Merchant Success Manager, Mid-Market
United States
Full-time
Remote
Mid Level
$77K/yr - $115K/yr
3+ years expLoop is a company focused on optimizing commerce operations for merchants, and they are seeking a Merchant Success Manager to enhance the value of their partnerships. The role involves onboarding merchants, ensuring their success, and managing account renewals while driving revenue retention and expansion goals.
AdvertisingE-CommerceE-Commerce PlatformsInternetSoftware
Responsibilities
Be accountable to 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
You’ll be responsible for contract renewals and retention for your accounts and have a commission component tied to revenue retention, which includes conveying the value Loop provides to our merchants and our differentiators when compared to competitors
You’ll have a quarterly quota for expansion, which you’ll accomplish by identifying and closing expansion opportunities with your assigned accounts
You’ll partner cross-functionally with Account Executives to cross-sell our products to your existing merchant base
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
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
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 to extract data, analyze it and create compelling value stories for customers
Proactive interactions and strong relationships with customers have directly contributed to mitigating churn
Increased usage of product features
Creating exceptional partnerships with customers
Thoughtfully shared customer feedback that led to updates to your product
Understand the different stages of the customer journey and how to communicate with them
Benefits
Medical, dental, and vision insurance
Flexible PTO
Company holidays
Sick & safe leave
Parental leave
401k
Monthly wellness benefit
Home workstation benefit
Phone/internet benefit
Equity
Company
Loop
Loop is a return portal that automated all the returns and refunds of products.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$125.45MKey Investors
CRVFirstMark
2023-10-04Series B
2023-01-12Series B· $50M
2021-07-21Series B· $65M
Leadership Team
Jonathan Poma
Chief Executive Officer
Recent News
2026-01-16
Daily Pakistan English News
2026-01-11
Company data provided by crunchbase