Manager – Merchant Success
Posted on 4/4/2023
Experience Level
  • 5+ years in merchant/customer success or account management
  • 2+ years of experience managing teams who delivered results you're proud of
  • Identified opportunities to make your customer base more successful, and worked cross-functionally to deliver measurable progress against those opportunities
  • Identified quantifiable indicators of improvement in the customer journey of a previous or current employer
  • Were accountable for measuring a team's performance
  • Believe wholeheartedly that “clear is kind,” and have examples of difficult feedback you've delivered to level up the performance of the team and help your team members achieve their professional goals
  • Investigated the happiness of your team and improved it - we'd love to hear about the customized approaches you took and data to back it up
  • You'll join an already existing (and awesome!) team, which you'll enable to grow and operate more effectively
  • Lead your team in achieving quarterly expansion and retention goals
  • Support and guide your team on individual deals and merchant scenarios
  • Connect with merchants directly when leadership involvement makes sense
  • Coach and provide regular feedback to level-up the skills and performance of your team as consultative partners
  • Develop a strategic plan for the Mid-Market Merchant Success accounts team at Loop, including onboarding, continuous education, product adoption, merchant health, renewals, upsells, and advocacy
  • Continuously optimize the merchant lifecycle with Loop, leveraging data to drive initiatives that will improve when and how the team engages with Mid-market merchants
  • Identify and execute on initiatives, both within the team and cross-functional, to improve the merchant journey or merchant sentiment for mid-market brands
  • Identify opportunities to introduce new SOPs, training or automation that creates internal efficiencies
  • Function as the internal advocate for mid-market merchants and provide feedback on how we can better serve our merchants
  • Make decisions through the lens of Loop's core values
Desired Qualifications
  • Led customer-facing teams in the past (in SaaS/ e-commerce is a )
Loop Returns

51-200 employees

Return product portal automation company