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
- 3–7 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
