Customer Success Manager

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