Scaled Customer Success Manager

Loop Subscriptions; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Loop Subscriptions seeks a data-driven Customer Success professional to design and operate scalable lifecycle programs for adoption, renewal readiness, and expansions. You will analyze product usage signals and identify friction points to drive faster value realization for customers.

This role emphasizes onboarding experiences, activation campaigns, and self-serve educational assets, with a focus on reducing churn through proactive health monitoring and cross-functional collaboration.

Qualifications

• 2+ years in customer-facing roles in SaaS (Customer Success, Product Support, Product Ops)
• Strong numerical/analytical mindset with product usage data
• Familiarity with lifecycle automation and customer engagement tools
• Excellent written communication for digital engagement
• Experience with AI-enabled platforms or marketing automation is a plus
• E-commerce/subscription experience is a plus

Responsibilities

• Design and operate Loop’s 1-to-many Customer Success motions across adoption, renewal readiness, escalations, and expansion.
• Analyze product usage signals to identify friction and design programs that drive adoption of key capabilities.
• Own scalable onboarding experiences with self-serve journeys, activation campaigns, and educational assets.
• Continuously improve lifecycle engagement through experiments and A/B tests across cohorts.
• Monitor customer health signals and design automated interventions to reduce churn risk.
• Collaborate with Product, Support, Sales, and RevOps to surface friction and drive expansion opportunities

Skills

Customer Success

Analytics

Lifecycle automation

Communication

AI platforms

E-commerce/subscription

Tools

Marketing automation tools

Job description

• Digital Lifecycle Programs:Design and operate Loop’s 1-to-many Customer Success motion - adoption, renewal readiness, Escalations, custom solutioning and expansion. Engagement channels include lifecycle email, in-product messaging, webinars, and self-serve education resources.
• Product Adoption & Customer Value: Analyze product usage signals to identify friction in the customer journey. Design programs that drive adoption of key product capabilities and help customers realize value faster.
• Digital Onboarding:Own scalable onboarding experiences focused on time-to-value. Build self-serve onboarding journeys, activation campaigns, and educational assets for new customers.
• Lifecycle Optimization:Continuously improve lifecycle engagement through experimentation. Run A/B tests across customer cohorts, analyze performance data, and iterate playbooks based on results.
• Customer Health & Retention:Monitor scaled customer health using product and engagement signals. Trigger automated interventions and design proactive programs that reduce churn risk.
• Cross-Functional Collaboration:Partner with Product, Support, Sales, and RevOps to surface customer friction, improve lifecycle content, and support expansion opportunities.

You Have:

• 2 - 4+ years in customer-facing experience (Customer Success, Product support, Product Operations, etc.) in SaaS
• Strong analytical mindset with comfort working in product usage and customer data
• Familiarity with lifecycle automation and customer engagement tools
• Excellent written communication skills for digital engagement
• Experience with AI-enabled platforms or marketing automation is a plus
• E-commerce/ Subscription business experience is a plus