Merchant Success Manager, Mid-Market

Position Overview

• Location Type: Onsite (San Diego, San Francisco, or Los Angeles, California)
• Job Type: Full-time
• Salary: Not specified

The Merchant Success Team at Loop is dedicated to optimizing the value of the Loop partnership for its merchants, from onboarding to ongoing support and strategic account management. As a Merchant Success Manager, you will be the brand's ambassador, using strategy, empathy, and strong communication to ensure merchants maximize their use of Loop's product and remain lifelong customers. This role will focus on a portfolio of Australia and New Zealand merchants, contributing to Loop's international expansion. You will share feedback and insights from ANZ merchants to shape strategy and investment in that market.

Loop operates on a Blended Working Environment, with teams working from HQ in Columbus, OH, or designated Hub or Secluded locations, distributed across the United States, select Canadian provinces, and the United Kingdom. This specific position requires candidates based in San Diego, San Francisco, or Los Angeles, California, to align with Australia and New Zealand time zones.

Requirements

• 3+ years of experience in Customer Success or Account Management, supporting mid-market or enterprise accounts in a B2B SaaS environment.
• Proven experience owning renewals, achieving revenue goals, and driving account growth.
• Experience in delivering Quarterly Business Reviews (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.
• Comfortable working with data to inform decisions, including analyzing usage patterns, spotting churn risks, and creating compelling value stories for customers.
• Experience working cross-functionally and sharing customer feedback to influence product development.
• Strong commercial instincts.

Responsibilities

• Be accountable for 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 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.