Merchant Success Manager, Enterprise

Loop
United States
Workplace: RemoteFull timeUSD 100,000 - 120,000 annuallyFunction: Solutions Engineering & Sales EngineeringSkills: ["Communication","Empathy","Cross-functional leadership","Relationship building","Executive stakeholder management","Data analysis","Risk mitigation"]

Own retention and expansion outcomes for Loop’s enterprise merchants by building trusted, executive-ready relationships and translating complex data into clear value narratives. Drive adoption and measurable business results through strategic account plans, risk mitigation, accurate forecasting, and strong renewal/commercial conversations. Partner closely with Sales, Product, Engineering, Solutions, Support, and Data to lead cross-functional outcomes, run QBRs, and influence product improvements based on merchant feedback.

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FursaFursa
Loop
Loop
5 days ago

Merchant Success Manager, Enterprise

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Own retention and expansion outcomes for Loop’s enterprise merchants by building trusted, executive-ready relationships and translating complex data into clear value narratives. Drive adoption and measurable business results through strategic account plans, risk mitigation, accurate forecasting, and strong renewal/commercial conversations. Partner closely with Sales, Product, Engineering, Solutions, Support, and Data to lead cross-functional outcomes, run QBRs, and influence product improvements based on merchant feedback.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Be accountable for revenue retention, renewals, expansion, and retraction mitigation across an assigned enterprise merchant portfolio.
  • •Develop strategic account plans connecting merchant priorities to measurable outcomes, product adoption, renewal strategy, and long-term growth.
  • •Identify risks early, create mitigation plans, and maintain accurate forecasts and visibility across the merchant lifecycle.
  • •Lead complex renewal and commercial conversations and partner with Sales to uncover and close cross-sell opportunities.
  • •Run quarterly business reviews and executive touchpoints, drive feature adoption through tailored value updates, and collect feedback to influence product improvements.

Pay and Benefits

Salary: USD 100,000 - 120,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionPaid LeaveCompany HolidaysParental Leave401kWellness StipendHome WorkstationPhone InternetEquity

Key Requirements

  • •3+ years in customer success or account management experience with enterprise B2B SaaS businesses, with renewal accountability.
  • •Track record of mitigating churn and increasing product-feature usage through proactive customer relationships.
  • •Strong communication skills, including merchant communications and experience aligning stakeholders across the customer organization.
  • •Data-driven approach using spreadsheets to extract, analyze, and interpret insights to build compelling customer value stories.
  • •Ability to lead cross-functional work without direct authority and handle executive-level escalations with clear ownership and expectations.
Experience:B2B SaaSEcommerce
Skills:CommunicationEmpathyCross-functional leadershipRelationship buildingExecutive stakeholder managementData analysisRisk mitigation
Tech Stack:SpreadsheetsAI

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