Manager – Merchant Success @ Loop Returns

Manager – Merchant Success

Posted on 4/4/2023

INACTIVE

Locations

Remote

Experience Level

Entry

Junior

Mid

Senior

Expert

Requirements

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

Responsibilities

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 )

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 Manager, Merchant Success at Loop, you’ll lead the accounts team that works with our Mid-Market ($1-10M GMV) brands on Shopify. In order to recognize the full value potential that Loop can deliver for their business, these brands require strategic consultation from the moment they sign on with Loop all the way through to Loop advocacy in the market. In this role, you’re the driver of that strategy and the execution against it!

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.

What You’ll Do:

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

Your experience:

5+ years in merchant/customer success or account management
2+ years of experience managing teams who delivered results you’re proud of
Led customer-facing teams in the past (in SaaS/ e-commerce is a bonus)
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

#LI-JG1

In a perfect world, Loop wouldn’t exist. If we had our way, we’d live in a world where we’re mindful about how we consume, we love every product we own, and we share values with the brands who create them. In reality, commerce isn’t perfect and often breaks. Loop creates second chances.

We’re starting by revolutionizing the post-purchase experience. We’ve taken one of the most fragile commerce interactions - returns - and turned it into something consumers actually love, and that deepens our connection to brands and products.

We take connection seriously on the inside, too. We’re building a work experience that allows you to Be A Human First and prioritizes empathy and wellbeing. We view Loop as a special place in your career to shape the future of an industry and become a better person while doing it. You can grow faster here in a shorter amount of time - we’ll give you space and trust you to fill it.

Learn more about us here: https://loopreturns.com/careers.

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51-200 employees

Website

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