Merchant Success Manager – Enterprise

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

📋 Description

• Act as a strategic consultant for larger, more intricate merchant partnerships.

• Enhance the value of the Loop collaboration from onboarding through continuous support and strategic account management.

• Foster measurable merchant results, stronger partnerships, and sustainable long-term relationships.

• Manage revenue retention, renewals, expansion, and risk mitigation within a designated enterprise portfolio.

• Formulate strategic account plans that align merchant priorities with business outcomes, product adoption, renewal strategies, and long-term growth.

• Proactively identify risks, devise mitigation plans, and ensure accurate forecasts and internal visibility.

• Conduct complex renewal and commercial discussions, effectively communicating Loop’s value and competitive advantages.

• Collaborate with Sales to identify cross-sell opportunities, develop business cases, and successfully convert them into closed revenue.

• Facilitate quarterly business reviews and executive interactions, providing recommendations and outlining next steps.

• Maintain innovative and regular account interactions to minimize issues and prevent merchant churn.

• Promote the adoption of Loop features by sharing relevant feature updates.

• Cultivate relationships with senior executives, operational teams, and daily stakeholders.

• Collect merchant feedback and relay product enhancement themes to the Merchant Success team.

• Coordinate collaboration among Sales, Product, Engineering, Solutions, Support, Data, and leadership.

• Manage high-stakes escalations with clear ownership, effective communication, and realistic expectations.

• Present recurring enterprise themes and opportunities to Product and leadership.

⛳️ Requirements

• Over 3 years of experience in customer success or account management with enterprise B2B SaaS products.

• Background in the ecommerce sector is a distinct advantage.

• Proven track record in overseeing renewal processes and successfully renewing enterprise accounts.

• Demonstrated accountability for achieving or surpassing revenue targets.

• Experience in uncovering and closing new opportunities with existing accounts.

• Capability to utilize tools, including AI, to enhance work efficiency, scale impact, and support enterprise merchants.

• Experience in managing or collaborating on merchant communications.

• High proficiency in spreadsheet applications to extract, analyze, and interpret insights.

• Proven ability to mitigate churn and increase product feature adoption through proactive customer engagement and relationship management.

• Experience in providing customer feedback that resulted in product enhancements.

• Understanding of the customer journey stages and appropriate communication strategies.

• Ability to lead cross-functional initiatives without direct authority.

• Capability to create clarity, accountability, and momentum across teams.

• Ability to maintain composure and credibility amid ambiguity, service challenges, competing priorities, and executive-level escalations.

• Experience in delivering customer feedback that has influenced product, process, or service improvements.

🏝️ Benefits

• Annual commission anticipated to be 25% of base salary.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Flexible PTO.

• Company holidays.

• Sick and safe leave.

• Parental leave.

• 401k plan.

• Monthly wellness benefit.

• Home workstation allowance.

• Phone/internet reimbursement.

• Equity options.