Merchant Success Manager, Mid-Market (E-commerce)

TL;DR

Merchant Success Manager, Mid-Market (E-commerce): Optimizing the value of the Loop partnership for mid-market merchants through strategic account management and customer success. Focus on revenue retention, contract renewals, identifying expansion opportunities, and building impactful consultative relationships to drive product adoption.

Location: Remote. Must be based in the United States or select Canadian provinces (Ontario & British Columbia).

Salary: $76,800–$115,200 a year

Company

Loop is building a connected commerce operations suite, helping over 5,000 brands turn cost centers into growth engines.

What you will do

• Be accountable for revenue retention and expansion goals for mid-market merchants.
• Manage contract renewals and achieve quarterly expansion quotas.
• Partner cross-functionally to cross-sell products to your existing merchant base.
• Build impactful consultative relationships and host quarterly business reviews.
• Engage in regular touchpoints to prevent churn and increase feature adoption.
• Gather and report product enhancement feedback from merchants.

Requirements

• 3+ years of customer success or account management experience with B2B SaaS products for mid-market or enterprise businesses.
• Proven experience overseeing and successfully renewing customer contracts.
• Track record of accomplishing or exceeding revenue goals.
• Ability to uncover and close new opportunities with existing accounts.
• Experience in merchant communications and strategic messaging.
• A data-driven approach to analyze customer data and create compelling value stories.

Nice to have

• Experience working with the ecommerce industry.

Culture & Benefits

• Blended working environment with HQ in Columbus, OH, Hub/Secluded locations, and distributed team.
• Medical, dental, and vision insurance.
• Flexible PTO, company holidays, sick & safe leave, parental leave.
• 401k and equity.
• Monthly wellness benefit, home workstation benefit, phone/internet benefit.
• Culture of high empathy with high standards, focusing on professional growth.