Merchant Success Manager, Enterprise

This is a fully remote position, open to applicants in Australia.

📋 Description

• Take charge of revenue retention, renewals, and expansion within your portfolio by consistently spotting growth opportunities while proactively addressing churn and contraction risks.

• Cultivate trusted relationships with executive stakeholders, becoming a strategic partner who comprehends each merchant's business objectives and aids them in maximizing the value of Loop.

• Lead Quarterly Business Reviews, executive business reviews, and other strategic engagements that showcase measurable business impact and long-term partnership opportunities.

• Propel product adoption by assisting merchants in successfully implementing new capabilities, enhancing feature utilization, and realizing ongoing value from the Loop platform.

• Collaborate closely with Sales to identify and secure cross-sell and upsell opportunities, supporting commercial discussions throughout the customer lifecycle.

• Work across various functions including Sales, Onboarding, Finance, Product, Engineering, Marketing, and Executive Leadership to provide a seamless merchant experience.

• Partner with Product and Engineering to address complex merchant issues, eliminate obstacles, and ensure the timely resolution of technical challenges.

• Act as the voice of the customer by identifying recurring themes within your portfolio, translating merchant feedback into actionable product insights, and advocating for broader customer needs that shape product strategy and roadmap priorities.

⛳️ Requirements

• Several years of experience in Enterprise Customer Success, Merchant Success, or Account Management, particularly with complex B2B SaaS customers. Experience in ecommerce or commerce technology is a significant advantage.

• A demonstrated history of managing enterprise renewals, consistently meeting or surpassing retention and expansion targets, and handling commercial discussions with executive stakeholders.

• Proven ability to uncover, develop, and close growth opportunities within existing customer accounts while balancing customer advocacy with business outcomes.

• A track record of successfully building trusted executive relationships and serving as a strategic advisor to enterprise customers.

• Experience collaborating cross-functionally with Sales, Onboarding, Finance, Product, Engineering, Marketing, and Executive Leadership to deliver exceptional customer experiences and tackle complex business challenges.

• Direct experience working with Product and Engineering teams to troubleshoot technical issues for customers while advocating for broader customer needs that lead to meaningful product improvements or roadmap enhancements.

• Strong analytical capabilities with the skill to utilize data, spreadsheets, and customer insights to craft compelling value stories, identify trends, and drive strategic recommendations.

• Excellent communication skills with experience customizing messaging across various stages of the customer lifecycle and influencing stakeholders within both customer organizations and internal teams.

• A sense of curiosity and a mindset focused on continuous improvement, including leveraging modern tools and AI to enhance efficiency, scale your impact, and better serve enterprise merchants.

🏝️ Benefits

• Blended Working Environment

• Ongoing support

• Strategic guidance

• Long-term growth