Strategic Merchant Success Manager, Enterprise
Remote
Merchant Success /
Full-time /
Remote
Our merchants are the heart and soul of our business, and the Merchant Success Team at Loop exists to maximize the value of the Loop partnership to their business. This begins with the merchant onboarding experience and continues through ongoing support and strategic account management.
As a Strategic Merchant Success Manager at Loop, you’ll partner with the Top Merchants on Shopify, some of the most recognizable brands in ecommerce. Acting as a trusted advisor, project manager, and advocate, you’ll ensure these brands see transformational impact through their partnership with Loop. By combining strategy, empathy, and strong communication, you’ll deepen relationships across multiple stakeholders and secure long-term growth.
This is a highly strategic, cross-functional role, you’ll often find yourself orchestrating projects across product, support, partnerships, and marketing teams, while also influencing executive sponsors and operational leaders at your accounts.
Right away, we’ve listed what we think you’ll be spending your time on. We’re growing fast, and growth means the challenges we’ll work on together will change as we lead Loop through new and different phases.
This is an indispensable role with us, so we’ll be looking for you to have examples of when you’ve tackled these challenges throughout your career. We’ve laid out the experience we think is important to set you up for success in this role. That said, we value creative problem-solvers and know there’s more than one way to excel.
At Loop, we believe that flexibility and choice are what allow you to do your best work. With our Blended Working Environment, you have options ranging from joining our HQ office (in Columbus, Ohio), opting into a Hub (a location with 4+ team members), or staying totally secluded (our version of remote). Our team is spread across the United States, select provinces in Canada (Ontario & British Columbia), and the United Kingdom. Wherever you live, you can create the work environment that best matches your preferences and lifestyle.
Challenge: Be accountable to revenue retention goals for Loop’s enterprise merchants.
- Be accountable for quarterly revenue retention targets for Loop’s largest and most complex merchants.
- Align Loop’s capabilities with merchant’s business goals to identify and secure expansion opportunities and mitigate risk.
- Own renewal conversations and conveyLoop’s differentiated value and long-term impact.
- Anticipate risks, proactively address challenges, and design success plans to ensure account health.
Your Experience:
- You have a few years of customer success or account management experience with strategic enterprise businesses for B2B SaaS products. If you have experience working with the ecommerce industry, that is a huge differentiator for us!
- You’ve managed accounts for a long enough period of time that you oversaw the renewal process with them, and have successfully renewed many enterprise accounts.
- You know what it’s like to be accountable for revenue goals, and you’ve accomplished (or exceeded!) them in the past.
- You have tried and true ways to uncover and close new opportunities with accounts, and are willing to share a few examples with us.
Challenge: Accelerate customer adoption by developing and strengthening exceptional relationships with your accounts.
- Host strategic business reviews with data-driven insights and recommendations that highlight ROI and future growth potential.
- Increase adoption of Loop’s features by tailoring updates to merchant-specific priorities.
- Build multi-threaded relationships across executives, operators, and technical teams.
- Act as the voice of the customer, advocating for Top Brand needs and influencing Loop’s product roadmap.
Your Experience:
- You’ve been involved in merchant communications in prior roles, either owning 100% of your communications or partnering with marketing teams to strategically generate messaging.
- You love data, and you’ve established processes for yourself to extract data, analyze it and use it to create compelling value stories for your customers.
- You have examples of how your proactive interactions and strong relationships with customers have directly contributed to mitigating churn, and have increased usage of product features.
- Demonstrated ability to multi-thread relationships and engage stakeholders at every level, from day-to-day operators to C-suite executives.
- You can share a couple examples of how you’ve thoughtfully shared customer feedback that led to updates to your product.
- You understand the different stages of the customer journey, and that there’s a difference in how they should be communicated with.
$97,600 - $146,400 a year
This position is also eligible for an annual performance bonus expected to be 25% of your base salary.
We know that making decisions about your career and compensation is a huge deal. Because of that, we’re incredibly thoughtful about our compensation strategy. We want you to feel safe and excited, but also comfortable with the compensation package of a startup. We’ve outlined some important information for you here, but please know there’s a lot more to compensation than we can cover in this job posting.
The posted salary range is the base salary for this opportunity. The salary range is subject to change, and may be adjusted in the future.
The actual annual salary paid for this position will be based on several factors, including, but not limited to: your prior experience and skills related to the position, geographic location, company needs, current market demands, and your total compensation goals.
Great humans deserve great benefits! At Loop, you’ll be eligible for benefits such as: medical, dental, and vision insurance, flexible PTO, company holidays, sick & safe leave, parental leave, 401k, monthly wellness benefit, home workstation benefit, phone/internet benefit, and equity.
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Loop Story
Commerce should feel effortless. Every product adored, every order perfect, every customer loyal for life. But reality is messier: operations get tangled, margins grow thin, and trust is fragile. That’s where Loop steps in. We create confidence where commerce fails.
We started by fixing returns and exchanges. Today, we’re building a connected commerce operations suite — powering everything from order tracking to fraud prevention, with hundreds of innovations in between. Grounded in data and insight, our platform helps merchants make smarter decisions with every transaction. Over 5,000 of the world’s most loved brands trust Loop to turn cost centers into growth engines. Our mission is simple: protect margins, delight customers, and help merchants build businesses that last.
Life at Loop is rooted in our core values. We balance high empathy with high standards, knowing that work is better when we can show up authentically and resilience is built by facing challenges head-on. We expect you’ll grow quickly, learning skills that last far beyond your time here. Loop is a formative chapter in your career — a chance to shape the future of commerce and to leave better than when you arrived.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
