Merchant Success Manager, Enterprise (Ecommerce)

TL;DR

Merchant Success Manager, Enterprise (Ecommerce): Optimizing the value of the Loop partnership for enterprise merchants, focusing on revenue retention, account renewals, and identifying expansion opportunities. Focus on maintaining strong relationships, proactive engagement, and demonstrating product value through data-driven insights.

Location: Remote. Must be located in the United States.

Salary: $96,000 - $120,000 a year + 25% annual commission.

Company

Loop is building a connected commerce operations suite for returns, order tracking, and fraud prevention, serving over 5,000 brands.

What you will do

• Be accountable for revenue retention goals for Loop’s enterprise merchants.
• Identify and secure expansion opportunities within your assigned accounts.
• Manage account renewals and mitigate retraction risks.
• Maintain strong relationships with merchants by proactively addressing their needs.
• Host quarterly business reviews demonstrating Loop's value.
• Increase the usage and adoption of Loop’s features by communicating updates.

Requirements

• A few years of customer success or account management experience with enterprise B2B SaaS products.
• Experience managing account renewals and successfully renewing enterprise accounts.
• Demonstrated ability to uncover and close new opportunities with accounts.
• Proficiency with spreadsheets for data extraction, analysis, and interpretation.
• Experience with merchant communications and proactive customer interactions.

Nice to have

• Experience working with the ecommerce industry.
• Ability to use tools, including AI, to improve how you work and scale your impact.

Culture & Benefits

• Blended Working Environment with options for HQ, Hub, Secluded locations.
• Benefits include medical, dental, and vision insurance.
• Flexible PTO, company holidays, sick & safe leave, and parental leave.
• 401k, monthly wellness benefit, home workstation benefit, phone/internet benefit, and equity.
• Culture rooted in balancing high empathy with high standards.

Hiring process

• May use artificial intelligence (AI) tools to support parts of the hiring process.