Merchant Success Manager – Enterprise
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Job Description
Enterprise Merchant Success Manager advising complex merchants for Loop, an ecommerce returns platform. Driving renewals, expansion, adoption, and cross-functional outcomes.
Responsibilities:
- Serve as strategic advisor to larger, more complex merchant relationships
- Optimize the value of the Loop partnership from onboarding through ongoing support and strategic account management
- Drive measurable merchant outcomes, deeper partnerships, and durable long-term relationships
- Own revenue retention, renewals, expansion, and retraction mitigation across an assigned enterprise portfolio
- Develop strategic account plans connecting merchant priorities to business outcomes, product adoption, renewal strategy, and long-term growth
- Identify risks early, create mitigation plans, and maintain accurate forecasts and internal visibility
- Lead complex renewal and commercial conversations, articulating Loop’s value and competitive differentiation
- Partner with Sales to uncover cross-sell opportunities, build business cases, and convert them into closed revenue
- Lead quarterly business reviews and executive touchpoints with recommendations and next steps
- Maintain creative, regular account touchpoints to prevent issues and merchant churn
- Increase adoption of Loop features by communicating relevant feature updates
- Build relationships with senior, executive, operational, and day-to-day stakeholders
- Gather merchant feedback and report product enhancement themes to the Merchant Success team
- Orchestrate collaboration across Sales, Product, Engineering, Solutions, Support, Data, and leadership
- Lead high-stakes escalations with clear ownership, communication, and realistic expectations
- Represent recurring enterprise themes and opportunities to Product and leadership
Requirements:
- 3+ years of customer success or account management experience with enterprise businesses for B2B SaaS products
- Experience working with the ecommerce industry is a differentiator
- Experience overseeing renewal processes and successfully renewing enterprise accounts
- Experience being accountable for and achieving or exceeding revenue goals
- Experience uncovering and closing new opportunities with accounts
- Ability to use tools, including AI, to improve work, scale impact, and support enterprise merchants
- Experience owning or partnering on merchant communications
- High proficiency with spreadsheets to extract, analyze, and interpret insights
- Experience mitigating churn and increasing product feature usage through proactive customer interactions and relationships
- Experience sharing customer feedback that led to product updates
- Understanding of different stages of the customer journey and appropriate communications
- Ability to lead cross-functional work without direct authority
- Ability to create clarity, accountability, and momentum across teams
- Ability to remain composed and credible through ambiguity, service issues, competing priorities, and executive-level escalations
- Experience providing customer feedback that influenced product, process, or service improvements
Benefits:
- Annual commission expected to be 25% of base salary
- Medical insurance
- Dental insurance
- Vision insurance
- Flexible PTO
- Company holidays
- Sick & safe leave
- Parental leave
- 401k
- Monthly wellness benefit
- Home workstation benefit
- Phone/internet benefit
- Equity
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