Merchant Success Manager, Enterprise

2 hours, 47 minutes ago
Full-time
Mid Level
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, expansion, and retraction mitigation across an enterprise merchant portfolio.
  • Develop strategic account plans tied to merchant priorities, product adoption, renewal strategy, and growth opportunities.
  • Identify account risks, create mitigation plans, and maintain accurate forecasts and internal visibility.
  • Lead complex renewal, commercial, quarterly business review, and executive conversations.
  • Partner with Sales to identify cross-sell opportunities, build business cases, and convert them into revenue.
  • Strengthen merchant relationships through proactive communications, value-based touchpoints, and feature adoption initiatives.
  • Translate account data into measurable value stories, recommendations, and next steps.
  • Coordinate Sales, Product, Engineering, Solutions, Support, Data, and leadership teams to resolve complex needs.
  • Lead high-stakes escalations with clear ownership, communication, expectations, and follow-through.
  • Represent enterprise customer feedback and recurring themes to Product and leadership.

Requirements

  • 3+ years of customer success or account management experience with enterprise B2B SaaS businesses.
  • Demonstrated experience managing enterprise renewals and successfully renewing multiple accounts.
  • Experience owning or exceeding revenue goals.
  • Proven ability to identify and close expansion opportunities within existing accounts.
  • Ecommerce industry experience preferred.
  • Strong spreadsheet skills and the ability to analyze data and communicate business insights.
  • Experience creating merchant or customer communications, independently or with marketing teams.
  • Ability to use tools, including AI, to improve efficiency and support enterprise customers.
  • Experience leading cross-functional initiatives without direct authority.
  • Ability to manage ambiguity, service issues, competing priorities, and executive escalations effectively.
  • United States location required.

Interested in this position?

Apply directly on the company website

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