Merchant Success Manager, Enterprise

11 minutes ago
Full-time
Senior
Customer and Technical Support
Loop Returns

Loop Returns

Loop Returns is a return management platform that revolutionizes the post-purchase experience, saving time and money for ecommerce brands while driving customer loyalty.

Internet Software & Services
51-250
Founded 2017
$125M raised

Description

  • Own revenue retention, renewals, and expansion across the merchant portfolio while reducing churn and contraction risk.
  • Build trusted relationships with executive stakeholders and serve as a strategic advisor to enterprise merchants.
  • Lead Quarterly Business Reviews, executive business reviews, and other strategic customer engagements.
  • Drive product adoption by supporting implementation of new capabilities and increasing feature utilization.
  • Partner with Sales to identify and close cross-sell and upsell opportunities across the customer lifecycle.
  • Collaborate cross-functionally with Sales, Onboarding, Finance, Product, Engineering, Marketing, and Executive Leadership to deliver a seamless merchant experience.
  • Work with Product and Engineering to troubleshoot complex merchant issues and resolve technical blockers.
  • Translate merchant feedback into actionable product insights and advocate for customer needs that influence product strategy and roadmap priorities.

Requirements

  • Several years of experience in Enterprise Customer Success, Merchant Success, or Account Management supporting complex B2B SaaS customers.
  • Experience in ecommerce or commerce technology is a strong advantage.
  • Proven track record of owning enterprise renewals and achieving or exceeding retention and expansion targets.
  • Experience managing commercial conversations with executive stakeholders.
  • Experience uncovering, developing, and closing growth opportunities within existing customer accounts.
  • Demonstrated success building trusted executive relationships and acting as a strategic advisor.
  • Experience partnering cross-functionally with Sales, Onboarding, Finance, Product, Engineering, Marketing, and Executive Leadership.
  • Experience working directly with Product and Engineering to troubleshoot technical issues and influence product improvements or roadmap enhancements.
  • Strong analytical skills with the ability to use data, spreadsheets, and customer insights to identify trends and make recommendations.
  • Excellent communication skills with the ability to tailor messaging across the customer lifecycle and influence stakeholders.
  • Curiosity and a continuous improvement mindset, including using modern tools and AI to improve efficiency.
  • Based in Sydney, Australia.

Benefits

  • Blended Working Environment with distributed locations across the United States, Canada, the United Kingdom, and Australia.
  • Opportunity to be Loop's first Enterprise Merchant Success Manager in APAC and help shape the market presence.
  • Chance to work at a fast-growing company with room for role evolution and professional growth.
  • Opportunity to help shape product strategy and customer experience through direct merchant advocacy.

Interested in this position?

Apply directly on the company website

Apply Now

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