Merchant Success Manager, Mid-Market

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

📋 Description

• Manage a portfolio of expanding mid-market merchants.

• Drive revenue retention, renewals, expansion efforts, and mitigate retraction.

• Prioritize accounts based on merchant objectives, health indicators, engagement levels, product utilization, and renewal schedules.

• Spearhead intricate renewal and commercial discussions, effectively communicating Loop’s value and competitive edge.

• Collaborate with Account Executives to cross-sell products to current merchants.

• Conduct quarterly business reviews with major accounts.

• Maintain innovative and consistent account touchpoints to avert issues and reduce merchant churn.

• Enhance usage and adoption of Loop features through focused feature-update communications.

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

• Leverage AI, automation, templates, and operating rhythms to lessen manual tasks.

• Collaborate with Sales, Onboarding, Support, Product, Solutions, and other departments.

• Address merchant concerns while ensuring accountability for the overall merchant experience.

• Highlight recurring merchant feedback and product themes with examples, business impact, and set expectations.

⛳️ Requirements

• A minimum of 3 years of experience in customer success or account management with mid-market or enterprise businesses in B2B SaaS.

• Experience in the ecommerce industry is a plus.

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

• Demonstrated accountability and achievement in meeting or exceeding revenue targets.

• Experience in identifying and closing new opportunities within accounts.

• Past experience in managing or collaborating on merchant communications.

• Ability to extract, analyze, and leverage data to craft compelling customer value narratives.

• Expertise in reducing churn and boosting product feature usage through proactive customer engagement.

• Capability to share customer feedback that has influenced product updates.

• Understanding of various customer journey stages and suitable communication strategies.

• Proven organizational skills in managing a large portfolio with responsiveness and proactive engagement.

• Ability to utilize AI or automation for operational efficiency and enhanced customer support quality or consistency.

• Strong collaborative skills to drive momentum across functions without direct authority.

🏝️ Benefits

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

• Medical, dental, and vision insurance coverage.

• Flexible paid time off (PTO).

• Company-recognized holidays.

• Sick and safe leave policy.

• Parental leave support.

• 401k retirement plan.

• Monthly wellness benefit.

• Home workstation allowance.

• Phone and internet reimbursement.

• Equity opportunities.