Customer Success à Canada

Loopio is looking for an experienced results-driven, relationship-focused, and process-oriented individual who wants to take their account management to the next level! In this role, you will own the commercial relationship on a portfolio of our existing accounts to focus on driving value and developing deep relationships that will maximize renewal and expansion potentials. You will be partnering closely with our Customer Success Managers, who drive customer adoption, to support renewal discussions and identify strategic expansion opportunities within the Loopio customer base across multiple industry verticals.

You’ll also be joining a rapid-growth company, with endless opportunities to accelerate your career! Are you ready for your next adventure?

• Leading end-to-end conversations around Renewal negotiations and Expansion opportunities with your portfolio of Enterprise customers (10,000+ employees)
• Build meaningful relationships with Loopio customers at all levels through engaging emails, phone calls, video and in-person meetings
• Map customer organization and develop strategies to increase customer engagement at all levels and identify opportunities including strategic account mapping of your customers in partnership with the CS team
• Partner closely with Customer Success Managers to understand customer adoption of Loopio, develop thoughtful pricing strategies, and identify expansion opportunities
• Negotiate contract terms and pricing with guidance from relevant internal departments and management
• Respond to customer requests for subscriptions and other upgrades outside of their renewal process and provide a high level of service that allows our customers to maximize their success
• Present to key stakeholders and executives the value of expanding Loopio’s usage within their organization
• Conduct discoveries and online demonstrations of the Loopio platform to additional user groups that may be interested in expanding their Loopio usage
• Build engaging “playbooks,” email templates, and meeting frameworks to help support the growth and success of your accounts
• Leverage engagement and product data through our Customer Health Score framework and other tools to understand where customer growth opportunities exist and proactively flag risk
• Develop creative strategies to increase customer engagement, drive growth, create more relationships within each customer account, and produce Loopio advocates
• Conduct regular market research to maintain an updated knowledge of consumers' needs and competitors' activities
• Generate pipeline through prospecting and outbounding activities, and partner with Growth Business Development Representative for pipeline creation
• Report and maintain an accurate forecast on a monthly/quarterly basis; manage renewal and expansion forecasting meetings and collaboration activities for designated account portfolio
• Maintain and update account information in Salesforce; close renewals and expansions in a timely manner and keep track of any contract updates and renewals
• License Management - monitor consumption and usage in line with contractual entitlements and identify opportunities for expansion/upsell
• Work with and maintain relationships with the various teams at Loopio - Product and Development, Marketing, Sales, CS Teams to communicate customer feedback and priorities
• Distill and present insights to our internal teams, including our Senior Leadership Team, on key learnings from working closely with our Enterprise organizations
• Regularly travel to support Loopio events or on-site customer meetings. Estimated travel frequency outside of Canada is once per quarter.

• 5+ years of experience in a Strategic Account Executive, Account Manager or similar role, preferably in B2B SaaS
• Experience growing and maintaining relationships with named accounts, which include Global Banks and Fortune 500, globally distributed organizations
• Proven track record of developing sales opportunities and managing complex deal cycles
• Experience embedding themselves into key accounts, acting as an extension of the customer’s team to drive meaningful business outcomes that support account expansion
• Ability to develop relationships with senior leaders and C-level executives
• Excellent ability to build cross-functional relationships and a team player
• Exceptionally analytical and a keen ability to derive insights from data and reporting
• Highly organized; your calendar reminders have calendar reminders
• Highly effective communicator, you will be speaking with existing Loopio customers and presenting our solution to broader groups
• Highly strategic; you like to understand the big picture, and new ways to drive forward high-level organizational goals
• Experience using a dynamic sales tech stack

• We are currently only looking for candidates who reside in the Greater Toronto Area and can access our co-working space in Downtown Toronto for the occasional CX team & company-wide events.
• Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ’d in Canada, with established hub regions around the world where we hire from.
• Our employees (or Loopers, as we call ourselves!) live and work in Canada (British Columbia and Ontario), London, and India (specifically in Gujarat, Maharashtra, and Bengaluru).

• The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC).
• We offer flexible co-working locations available to Loopers in ON and BC. Those based in ON have the option of working out of our convenient co-working space located in the heart of Downtown Toronto and a 12-minute walk from Union Station. BC Loopers have the option to work centrally in Vancouver. It is whatever works best for you!
• You’ll collaborate with your teams virtually across the UK, India, and North America (we’re just a Zoom call and Slack message away!) with core sync hours and focus time for headsdown work during the workday
• We encourage asynchronous collaboration to effectively work as a global #OneTeam!

• Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Lattice for our 1:1s and performance conversations
• You will have the opportunity to elevate your craft and the opportunity to explore your creativity, with a dedicated professional mastery allowance for more learning support! We encourage experimentation and innovative thinking to drive business impact.
• We offer a wide range of health and wellness benefits to support your physical and mental well-being, starting day 1 with Loopio.
• We’ll set you up to work remotely with a MacBook laptop, a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up.

• You’ll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment.
• Participate in townhalls, AMA (Ask-Me-Anything), and quarterly celebrations to celebrate the big wins and milestones as #oneteam!

• Our four active Employee Resource Groups offer opportunities for employees to learn and connect year-round.
• You’ll be a part of an award-winning workplace with an opportunity to make a big impact on the business.

Read this ‼️ Hi there, we recognize that all too often, potential candidates don’t apply for a position simply because they don’t hit every single criteria included in the job description—particularly members of underrepresented groups.

Whether or not your experience ✅ checks off all the boxes on a job posting, we still encourage you to apply to ensure that your application receives a review from our team. We understand that a resume can only showcase so much during the applicant stage, so we've created prompts in the application for you to share more about yourself. If you've made a career transition (or a few!), you’re self taught in a new role, or you have skills/experience you’d like to highlight, we want to hear more about what you could bring to the table.

At Loopio, we leverage artificial intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening, drafting preliminary job descriptions, generating initial interview questions, transcription and occasionally sourcing prospective candidates. However, AI is never used to make final hiring decisions; our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. We are committed to the responsible use of AI in our hiring practices, prioritizing both an improved candidate experience and operational efficiency. Our standardized hiring practices remain focused on reducing biases, with all key hiring decisions solely made by our team. We continuously review and refine our hiring practices to align with industry best practices and evolving legal guidelines

Loopio is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. We actively encourage candidates from all backgrounds and lifestyles to consider us as a future employer. Please contact a member of our Talent Experience team (work@loopio.com) should you require accommodations at any point during our virtual interview processes.