Loop

2 days ago

Merchant Success Manager, Enterprise

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Own enterprise retention, renewals, and expansion while building executive-level relationships with APAC merchants. Lead strategic engagements like Quarterly Business Reviews, drive product adoption, and collaborate with cross-functional teams to resolve complex merchant issues. Identify churn and growth opportunities, partner with Sales on upsell and cross-sell, and translate customer feedback into actionable product insights that improve the platform and customer experience.

Location: Sydney

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Own revenue retention, renewals, and expansion across an enterprise merchant portfolio, identifying growth opportunities and mitigating churn and contraction risk.
•Build trusted executive relationships and act as a strategic partner aligned to each merchant’s business goals.
•Lead Quarterly Business Reviews and other strategic engagements to demonstrate measurable business impact and long-term partnership opportunities.
•Drive product adoption by helping merchants implement new capabilities, increase feature utilization, and realize ongoing value from the Loop platform.
•Collaborate across Sales and teams (Onboarding, Finance, Product, Engineering, Marketing, and Executive Leadership) to deliver a seamless merchant experience and resolve complex issues.

Key Requirements

•Several years of Enterprise Customer Success, Merchant Success, or Account Management experience supporting complex B2B SaaS customers, with ecommerce/commerce technology experience as a strong advantage.
•Own enterprise renewals and achieve or exceed retention and expansion targets while managing commercial conversations with executive stakeholders.
•Identify, develop, and close growth opportunities within existing accounts while balancing customer advocacy with business outcomes.
•Build trusted executive relationships and serve as a strategic advisor to enterprise customers.
•Partner cross-functionally (Sales, Onboarding, Finance, Product, Engineering, Marketing, and Executive Leadership) and work with Product/Engineering to troubleshoot customer technical issues.

Experience:Enterprise customer successMerchant successAccount managementB2B SaaSEcommerceCommerce technology

Skills:Strategic thinkingCommunicationStakeholder influenceAnalytical skillsContinuous improvement

Tech Stack:AIDataSpreadsheets

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

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Loop

2 days ago

Merchant Success Manager, Enterprise

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: Sydney

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Own revenue retention, renewals, and expansion across an enterprise merchant portfolio, identifying growth opportunities and mitigating churn and contraction risk.
•Build trusted executive relationships and act as a strategic partner aligned to each merchant’s business goals.
•Lead Quarterly Business Reviews and other strategic engagements to demonstrate measurable business impact and long-term partnership opportunities.
•Drive product adoption by helping merchants implement new capabilities, increase feature utilization, and realize ongoing value from the Loop platform.
•Collaborate across Sales and teams (Onboarding, Finance, Product, Engineering, Marketing, and Executive Leadership) to deliver a seamless merchant experience and resolve complex issues.

Key Requirements

•Several years of Enterprise Customer Success, Merchant Success, or Account Management experience supporting complex B2B SaaS customers, with ecommerce/commerce technology experience as a strong advantage.
•Own enterprise renewals and achieve or exceed retention and expansion targets while managing commercial conversations with executive stakeholders.
•Identify, develop, and close growth opportunities within existing accounts while balancing customer advocacy with business outcomes.
•Build trusted executive relationships and serve as a strategic advisor to enterprise customers.
•Partner cross-functionally (Sales, Onboarding, Finance, Product, Engineering, Marketing, and Executive Leadership) and work with Product/Engineering to troubleshoot customer technical issues.

Experience:Enterprise customer successMerchant successAccount managementB2B SaaSEcommerceCommerce technology

Skills:Strategic thinkingCommunicationStakeholder influenceAnalytical skillsContinuous improvement

Tech Stack:AIDataSpreadsheets

Company Brief

Loop

Industry: SaaS

Company Size: Medium (51 to 250 employees)

Growth: Scaleup

Website