Merchant Success Manager, Mid-Market

Loop
United States
Workplace: RemoteFull timeUSD 75,000 - 100,000 annuallyFunction: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Proactive","Relationship building","Prioritization","Cross-functional collaboration","Communication"]

Own a portfolio of mid-market merchants and drive measurable retention, product adoption, and expansion for Loop. Build consultative relationships and use customer health signals, engagement, usage, and renewal timing to prioritize proactive intervention. Lead complex renewal and commercial conversations, partner cross-functionally with Sales and teams across onboarding/support/product, and run quarterly business reviews while surfacing feedback to improve Loop.

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FursaFursa
Loop
Loop
1 day ago

Merchant Success Manager, Mid-Market

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Own a portfolio of mid-market merchants and drive measurable retention, product adoption, and expansion for Loop. Build consultative relationships and use customer health signals, engagement, usage, and renewal timing to prioritize proactive intervention. Lead complex renewal and commercial conversations, partner cross-functionally with Sales and teams across onboarding/support/product, and run quarterly business reviews while surfacing feedback to improve Loop.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Be accountable for revenue retention, renewals, expansion, and retraction mitigation across the assigned mid-market merchant portfolio.
  • •Use merchant goals, health signals, engagement, product usage, and renewal timing to prioritize proactive intervention.
  • •Lead complex renewal and commercial conversations, clearly articulating Loop’s value and differentiation to stakeholders.
  • •Partner cross-functionally with Account Executives and teams across onboarding, support, product, and solutions to move merchant needs forward with clear context and ownership.
  • •Host quarterly business reviews, deliver creative account touchpoints, drive feature adoption, and surface recurring merchant feedback and product themes.

Pay and Benefits

Salary: USD 75,000 - 100,000 annually
Perks:Health InsuranceDentalVision401kRemote WorkPaid Leave

Key Requirements

  • •3+ years of customer success or account management experience with mid-market or enterprise businesses for B2B SaaS products.
  • •Experience managing accounts long enough to oversee renewals and successfully renew many accounts.
  • •Track record of being accountable for revenue goals, including retention and expansion.
  • •Ability to uncover and close new opportunities within existing accounts and share examples.
  • •Experience using AI or automation to improve efficiency and the consistency or quality of customer support.
Experience:3+ yearsB2B SaaSEcommerce
Skills:ProactiveRelationship buildingPrioritizationCross-functional collaborationCommunication
Tech Stack:AIAutomationTemplates

Company Brief

Loop
Provides returns and exchange management software for online retailers, helping merchants automate returns workflows, issue instant exchanges or store credit, and recover revenue while improving customer experience and retention.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Website