Customer Success Manager EMEA

LoopWork; Glasgow; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Annual Leaves

Free lunch and snacks

Annual company retreat

Insurance

Job summary

Loop is seeking a Customer Success Manager to grow relationships with high-growth DTC brands in Europe. You will work closely with founders, product, and sales to drive NPS, product adoption and referrals, with merchant success at the core.

In a small, fast-moving team you will own end-to-end client relationships, monitor performance, share actionable insights, and support merchants along their journey while collaborating on case studies and product use-case promotion across communities and

Qualifications

• 3-5 years of experience in customer success or client-facing roles.
• Strong communication skills and comfort with Excel.
• Solution-oriented, proactive, and enjoys talking to people.
• High ownership mindset, diligent, and growth-driven.
• SaaS experience preferred but not required.

Responsibilities

• Own Merchant NPS, retention, product adoption, and revenue expansion via referrals.
• Manage client relationships end-to-end and drive measurable business impact for merchants.
• Monitor client performance, share actionable insights, and support throughout their journey.
• Collaborate with marketing on case studies, merchant stories, and product use-case promotion.
• Build deep understanding of DTC/e-commerce and represent Loop in communities and social channels.

Skills

Strong communication

Excel proficiency

Proactive mindset

SaaS experience

Tools

CRM software

Job description

About Loop

Loop is a subscription management platform built for e-commerce brands on Shopify. Our primary market is the US, with growing presence in Europe and ANZ.

We are scaling rapidly, driven by a strong product and exceptional merchant experience. We achieved ~3x growth in 2024, followed by nearly 3x growth again in 2025. Looking ahead, we are building the team and foundation to drive another 2x growth in 2026 as we accelerate toward our $50M goal.

Our DNA:

• High Agency action over instruction
• High Ethics trust is the foundation
• Positive Attitude solutions over excuses
• Impact-Driven if it doesn't move the needle, it doesn't matter

About the CSM Role

You will manage and grow relationships with high-growth DTC brands in Europe. As part of a small, fast-moving team, you will work closely with founders, product, and sales to drive NPS, product adoption, and referrals. Merchant success and experience will be your primary focus.

Responsibilities

• Own Merchant NPS, retention, product adoption, and revenue expansion via referrals
• Manage client relationships end-to-end and drive measurable business impact for merchants
• Monitor client performance, share actionable insights, and support throughout their journey
• Collaborate with marketing on case studies, merchant stories, and product use-case promotion
• Build deep understanding of DTC/e-commerce and represent Loop in communities and social channels

Ideal Profile

• 3-5 years of experience in customer success or client-facing roles
• Strong communication skills and comfort with Excel
• Solution-oriented, proactive, and enjoys talking to people
• High ownership mindset, diligent, and growth-driven
• SaaS experience preferred but not required

Perks

• Annual Leaves
• Free lunch and snacks
• Annual company retreat
• Insurance