Principal Customer Success Manager (Enterprise)

Loopio Inc.; Remote; CAD 70,000 - 90,000; Full time

Job summary

A growing tech company in Toronto is looking for an experienced Customer Success Manager to oversee strategic enterprise accounts. Responsibilities include managing customer relationships, driving adoption, and developing strategies for growth. The ideal candidate has over 5 years of experience in account management, with strong skills in communication and relationship-building. This role offers a remote-first culture, health benefits, and professional growth opportunities.

Benefits

Comprehensive health and wellness benefits

Home-office support including equipment

Professional mastery allowance for learning

Qualifications

• 5+ years of experience managing large Enterprise accounts.
• Impeccable communication skills in writing and speaking.
• Strong relationship-building capabilities.

Responsibilities

• Manage 10-15 largest customers for growth potential.
• Build and maintain relationships with key stakeholders.
• Develop strategies to increase engagement and success.

Skills

Senior Account Management

Customer Success

Relationship-building

AI leveraging

Analytical skills

Sales-focused

Job description

Take your career to new heights with Loopio!

Loopio is looking for an experienced, relationship-focused, data-oriented individual who wants to take their career in Customer Success to the next level. In this role, you will own a handful of our largest accounts that are top global brands, deliver an unparalleled customer journey focused on driving value, and develop deep-level relationships that maximize land and expand potential with these accounts. You will join a rapid-growth company with opportunities to accelerate your career.

What You’ll Be Doing

• Manage approximately 10–15 of our largest customers with significant growth potential

• Account mapping and planning of your customers in partnership with the Sales and Account Management teams

• Own outcomes across a portfolio of Loopio’s most strategic Enterprise customers, including renewal strategy in partnership with Account Management, retention risk management, and expansion

• Build and maintain senior-level relationships and multi-threaded engagement across champions, economic buyers, and key stakeholders

• Provide a high level of service and curiosity that enables our customers to maximize their success

• Develop creative strategies to increase customer engagement, drive growth, broaden relationships within each account, and create Loopio advocates

• Research and implement new elements to our customer journey for Enterprise organizations

• Build engaging success plays, email templates, and meeting frameworks to support growth and success of your accounts

• Translate customer needs into structured product feedback (business case, impact, priority)

• Drive internal alignment for escalations and strategic initiatives

• Distill and present insights to internal teams, including senior leadership, on key learnings from working with Enterprise customers

• Your success will be measured by retention and adoption of your customer base, with contributions to qualified expansion opportunities

What You’ll Bring to the Team

• 5+ years of Senior Account Management or Senior Customer Success experience with large Enterprise accounts

• Impeccable written and oral communication skills

• Masterful relationship-building skills

• Proven experience leveraging AI to scale CS impact

• Lead and deliver Executive-level Business Reviews with clear ROI, adoption insights, and growth plan; build multi-year account plans aligned to customer initiatives and Loopio growth goals

• Identify and mitigate churn risk using structured risk frameworks and contribute to continuous process improvements

• Operate as the quarterback across Sales, Support, Product, Implementation, and Leadership for strategic accounts

• Sales-focused, with growth and expansion discussions as part of customer conversations

• Ability to navigate challenging technical conversations with realistic expectations

• Curious and able to uncover new opportunities

• Highly analytical and data-driven decision-maker

• Highly organized with proactive planning

• Results-oriented with clear goals and plans

• Strategic mindset to drive high-level organizational goals

• Experience writing sales proposals or responding to RFPs is a plus

• Demonstrated CS thought leadership and inspirational leadership

• Thrives in challenging environments

Where You’ll Work

• Loopio is a remote-first company with HQ in Canada and global hub regions

• Team members located in Canada (British Columbia and Ontario), the United Kingdom, and India (Gujarat, Maharashtra, Bengaluru)

• Most team members are based in Ontario and British Columbia, working remotely from within a 300km radius of Toronto or Vancouver

• Flexible co-working options in Ontario and British Columbia; in Ontario, a co-working space in Downtown Toronto; in British Columbia, a central Vancouver location

• Collaborate with teams virtually across the UK, India, and North America with core sync hours and focus time

• Asynchronous collaboration is encouraged to support a global team

Why You’ll Love Working at Loopio

• Ongoing feedback and regular 1:1s; performance conversations structured to support growth

• Opportunities to elevate your craft with a dedicated professional mastery allowance for learning support

• Comprehensive health and wellness benefits starting on day 1

• Equipment and home-office support, including a MacBook, monthly phone/internet subsidy, and a work-from-home budget

• A supportive remote-first culture with opportunities for connection

• Participation in town halls, AMA sessions, and quarterly celebrations as a #OneTeam

• Employee resource groups offering year-round learning and connection

• Opportunity to contribute to an award-winning workplace and to make a big impact

Additional Information

• We encourage applicants from all backgrounds and lifestyles to apply; we are an equal opportunity employer