Scaled Customer Success Manager

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

Job summary

Loop Subscriptions seeks a Customer Success professional to design and operate scalable lifecycle programs for a large SaaS customer portfolio. You will drive adoption, onboarding, and retention, using data to reduce churn and maximize value.

Join a high-velocity team focused on cross-functional collaboration with Product, Support, Sales, and RevOps to optimize lifecycle content and expansion opportunities.

Qualifications

• 2-4+ years of customer-facing experience in Customer Success, Product Support, Product Operations, or similar in SaaS.
• Experience supporting high-volume portfolios of 300+ accounts.
• Strong analytical mindset with comfort using 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.
• Experience in ecommerce or subscription-based businesses is a plus.

Responsibilities

• Design and operate loops one-to-many Customer Success motion across adoption, renewal readiness, escalations, and expansion.
• Analyse product-usage signals to drive adoption and value realization.
• Own scalable onboarding experiences with self-service journeys and activation campaigns.
• Continuously improve lifecycle engagement through experiments and data analysis.
• Monitor customer health signals and trigger proactive interventions to reduce churn.
• Collaborate with Product, Support, Sales, and RevOps to improve lifecycle content and growth opportunities.

Skills

Customer-facing

Analytical mindset

Written communication

Lifecycle automation

Marketing automation tools

AI-enabled platforms

E-commerce experience

Subscription business

Tools

Marketing automation

Job description

Experience: 2-4+ years

You will design and operate Loops one-to-many Customer Success motion, helping a high-volume portfolio of customers adopt key product capabilities, realise value faster, and remain successful throughout their lifecycle.

You Will

Digital Lifecycle Programs

• Design and operate Loops one-to-many Customer Success motion across adoption, renewal readiness, escalations, custom solutioning, and expansion. Engagement channels include lifecycle emails, in-product messaging, webinars, and self-service educational resources.

Product Adoption and Customer Value

• Analyse product-usage signals to identify friction in the customer journey. Design programmes that drive the adoption of key product capabilities and help customers realise value faster.

Digital Onboarding

• Own scalable onboarding experiences focused on time-to-value. Build self-service onboarding journeys, activation campaigns, and educational assets for new customers.

Lifecycle Optimisation

• Continuously improve lifecycle engagement through experimentation. Run A/B tests across customer cohorts, analyse performance data, and refine playbooks based on the results.

Customer Health and Retention

• Monitor scaled customer health using product and engagement signals. Trigger automated interventions and design proactive programmes that reduce churn risk.

Cross-Functional Collaboration

• Partner with Product, Support, Sales, and RevOps to identify customer friction, improve lifecycle content, and support expansion opportunities.

You Have

• 2-4+ years of customer-facing experience in Customer Success, Product Support, Product Operations, or a similar function within a SaaS company
• Experience supporting high-volume customer portfolios of 300+ accounts
• A strong analytical mindset and comfort working with product-usage and customer data
• Familiarity with lifecycle automation and customer-engagement tools
• Excellent written communication skills for digital customer engagement
• Experience with AI-enabled platforms or marketing automation is an added advantage
• Experience in e-commerce or subscription-based businesses is an added advantage