Customer Success Manager – Mid Market
Role Overview
As a Customer Success Manager at Loop, you own the end-to-end health, retention, and growth of a portfolio of mid-sized clients.
You are a revenue owner, not a support function—responsible for driving renewals, expansion, and product adoption by becoming a trusted advisor to customers.
What You Own
1. Revenue & Retention
- Own renewals, retention, and net revenue growth across your portfolio
- Drive upsell and cross-sell opportunities in existing accounts
- Proactively identify churn risks and execute recovery plans
2. Customer Outcomes & Adoption
- Drive product adoption, engagement, and utilisation across accounts
- Use data to track leading indicators and forecast account health
3. Strategic Account Management
- Build and maintain relationships with key decision-makers and stakeholders
- Act as a trusted advisor on employee health and benefits strategy
- Run structured business reviews (QBRs/MBRs) aligned to customer goals
4. Execution Excellence
- Own onboarding and ensure strong activation and first-value delivery
- Manage escalations with urgency and drive cross-functional resolution
5. Voice of Customer
- Translate customer feedback into actionable product and service inputs
What Success Looks Like
High logo retention and Net Revenue Retention (NRR)
Strong product adoption and engagement metrics
Consistent expansion pipeline and closed revenue
Positive customer feedback and advocacy
What We’re Looking For
4–6 years experience in Customer Success / Account Management / Hospitality Sales
Proven ability to own revenue outcomes (renewals + expansion)
Strong commercial mindset with comfort in selling and negotiation
Highly analytical and process-driven; comfortable with data and forecasting
Excellent stakeholder management and communication skills
What We Don’t Want (Implicit but Important)
- Purely support-oriented profiles
- Low ownership / escalation-driven working style
- Activity without outcomes
