Merchant Success Manager, Mid-Market
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Job Description
Mid-Market Merchant Success Manager helping brands using Loop’s commerce operations platform realize value. Driving renewals, retention, product adoption, and expansion across a merchant portfolio.
Responsibilities:
- Own a portfolio of growing mid-market merchants
- Drive revenue retention, renewals, expansion, and retraction mitigation
- Prioritize accounts using merchant goals, health signals, engagement, product usage, and renewal timing
- Lead complex renewal and commercial conversations and articulate Loop’s value and competitive differentiation
- Partner with Account Executives to cross-sell products to existing merchants
- Host quarterly business reviews with key accounts
- Maintain creative, regular account touchpoints to prevent issues and merchant churn
- Increase usage and adoption of Loop features through targeted feature-update communications
- Gather merchant feedback and report product enhancement themes to Merchant Success
- Use AI, automation, templates, and operating rhythms to reduce manual work
- Partner with Sales, Onboarding, Support, Product, Solutions, and other teams
- Navigate merchant issues while maintaining accountability for the overall merchant experience
- Surface recurring merchant feedback and product themes with examples, business impact, and appropriate expectations
Requirements:
- 3+ years of customer success or account management experience with mid-market or enterprise businesses for B2B SaaS products
- Ecommerce industry experience is a differentiator
- Experience overseeing renewal processes and successfully renewing accounts
- Experience being accountable for and accomplishing or exceeding revenue goals
- Experience uncovering and closing new opportunities with accounts
- Experience owning or partnering on merchant communications
- Ability to extract, analyze, and use data to create compelling customer value stories
- Experience mitigating churn and increasing product feature usage through proactive customer interactions
- Ability to share customer feedback that led to product updates
- Understanding of different customer journey stages and appropriate communication
- Experience managing a sizable portfolio with strong organization, responsiveness, and proactive engagement
- Ability to use AI or automation to work efficiently and improve customer support quality or consistency
- Ability to collaborate cross-functionally and create momentum without direct authority
Benefits:
- Annual commission expected to be 25% of base salary
- Medical, dental, and 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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