EMEA Customer Success Manager - DTC Growth & NPS

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

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