Merchant Success Manager, Mid-Market

Job Description:

Merchant Success Manager, Mid-Market

Remote / Los Angeles, CA / San Francisco, CA / San Diego, CA
Merchant Success /Full-time /Remote

Our merchants are the heart and soul of our business, and the Merchant Success Team at Loop exists to optimize the value of the Loop partnership to their business. This begins with the merchant onboarding experience and continues through ongoing support and strategic account management.

As a Merchant Success Manager at Loop, you are the voice for our brand, product, and philosophy. Through strategy, empathy, and strong communication, you will work with our merchants to guarantee they’re maximizing their use of our product, and that they are happily lifelong customers of Loop. This role will manage a portfolio primarily made up of Australia and New Zealand merchants, playing a key part in Loop’s international expansion efforts. You’ll share feedback and insights from ANZ merchants to help shape our strategy and inform how we invest in growing that market.

Right away, we’ve listed what we think you’ll be spending your time on. We’re growing fast, and growth means the challenges we’ll work on together will change as we lead Loop through new and different phases.

This is an indispensable role with us, so we’ll be looking for you to have examples of when you’ve tackled these challenges throughout your career. We’ve laid out the experience we think is important to set you up for success in this role. But, we appreciate that different humans will solve problems in different ways, so we don’t expect you to fit exactly in a box of requirements.

At Loop, we’re intentional about the way we work so that we can do our best work. We call this our Blended Working Environment. We work from our HQ in Columbus, OH, or one of our Hub or Secluded locations, and are distributed throughout the United States, select Canadian provinces, and the United Kingdom. For this position, we’re looking for someone based in San Diego, San Francisco, or Los Angeles, California. These West Coast hubs align best with the Australia and New Zealand time zones, making them ideal for supporting our merchants in those regions.

What You’ll Do:

• Be accountable to revenue retention and expansion goals for Loop’s mid-market merchants by managing renewals, identifying growth opportunities, and clearly communicating Loop’s value and competitive advantage.
• Build consultative, long-term relationships with your merchants by hosting meaningful QBRs, surfacing data-driven insights, and aligning on shared goals.
• Increase product adoption by tailoring feature updates and communication to each merchant’s specific needs and priorities.
• Proactively engage merchants with regular touchpoints that anticipate issues and minimize churn risk.
• Partner cross-functionally to surface merchant feedback and product enhancement opportunities, helping Loop continuously improve.
• Act as a strategic advisor throughout the merchant lifecycle, adapting your approach as the merchant matures and their needs evolve.
• Use insights and account health data to drive retention strategies, prioritize outreach, and tell compelling value stories.
• Stay informed on ecommerce trends, merchant needs, and Loop’s evolving product to support strategic conversations.

Your Experience:

• 3+ years of experience in Customer Success or Account Management, supporting mid-market or enterprise accounts in a B2B SaaS environment.
• You have experience owning renewals, achieving revenue goals, and driving account growth.
• Experienced in delivering QBRs and using data to showcase impact, guide strategy, and deepen customer partnerships.
• Skilled at building trust quickly and navigating conversations that drive retention, mitigate risk, and unlock growth.
• You are comfortable working with data to inform your decisions. You know how to analyze usage patterns, spot churn risks, and create compelling value stories for customers.
• You have experience working cross-functionally and sharing customer feedback in ways that influence product development.
• You bring strong commercial instincts to customer conversations. You know how to sell through impact and outcomes, not just features, and you’re confident navigating pricing discussions with a focus on value.
• You approach problems with a proactive mindset. You’re skilled at asking the right questions, uncovering hidden risks, and helping customers get ahead of challenges before they become blockers.
• You are known for forming strong, authentic relationships with customers and you are one of their favorite people to work with.