Merchant Success Manager, Mid-Market

Loop; San Diego (CA); Remote; USD 76,000 - 116,000; Full time

Job summary

Join a leading company as a Merchant Success Manager where you'll enhance client relationships and drive growth in Australia and New Zealand. This role involves providing support, managing renewals, and tailoring communications to maximize product adoption. Ideal candidates will have a background in Customer Success within a B2B SaaS environment, consistently demonstrating accountability and strategic insight.

Benefits

Medical, dental, and vision insurance

Flexible PTO

401k

Equity

Home workstation benefits

Monthly wellness benefit

Qualifications

• 3+ years in Customer Success or Account Management, preferably in B2B SaaS.
• Proven experience in revenue retention and account growth.
• Ability to build strong relationships and drive strategic conversations.

Responsibilities

• Accountable for revenue retention and managing renewals.
• Build long-term relationships with merchants and increase product adoption.
• Proactively engage merchants to minimize churn risk.

Skills

Customer Success

Account Management

Data Analysis

Relationship Building

Strategic Thinking

Job description

Req#: 74009c13-a84e-4735-97b5-df0d2e4ad7ad

Our merchants are the heart and soul of our business, and the Merchant Success Team at Loop exists to optimize the value of the Loop partnership to their business. This begins with the merchant onboarding experience and continues through ongoing support and strategic account management.

As a Merchant Success Manager at Loop, you are the voice for our brand, product, and philosophy. Through strategy, empathy, and strong communication, you will work with our merchants to guarantee they’re maximizing their use of our product, and that they are happily lifelong customers of Loop. This role will manage a portfolio primarily made up of Australia and New Zealand merchants, playing a key part in Loop’s international expansion efforts. You’ll share feedback and insights from ANZ merchants to help shape our strategy and inform how we invest in growing that market.

Right away, we’ve listed what we think you’ll be spending your time on. We’re growing fast, and growth means the challenges we’ll work on together will change as we lead Loop through new and different phases.

This is an indispensable role with us, so we’ll be looking for you to have examples of when you’ve tackled these challenges throughout your career. We’ve laid out the experience we think is important to set you up for success in this role. But, we appreciate that different humans will solve problems in different ways, so we don’t expect you to fit exactly in a box of requirements.

At Loop, we’re intentional about the way we work so that we can do our best work. We call this our Blended Working Environment. We work from our HQ in Columbus, OH, or one of our Hub or Secluded locations, and are distributed throughout the United States, select Canadian provinces, and the United Kingdom. For this position, we’re looking for someone based in San Diego, San Francisco, or Los Angeles, California. These West Coast hubs align best with the Australia and New Zealand time zones, making them ideal for supporting our merchants in those regions.


What You’ll Do:
• Be accountable to revenue retention and expansion goals for Loop’s mid-market merchants by managing renewals, identifying growth opportunities, and clearly communicating Loop’s value and competitive advantage.
• Build consultative, long-term relationships with your merchants by hosting meaningful QBRs, surfacing data-driven insights, and aligning on shared goals.
• Increase product adoption by tailoring feature updates and communication to each merchant’s specific needs and priorities.
• Proactively engage merchants with regular touchpoints that anticipate issues and minimize churn risk.
• Partner cross-functionally to surface merchant feedback and product enhancement opportunities, helping Loop continuously improve.
• Act as a strategic advisor throughout the merchant lifecycle, adapting your approach as the merchant matures and their needs evolve.
• Use insights and account health data to drive retention strategies, prioritize outreach, and tell compelling value stories.
• Stay informed on ecommerce trends, merchant needs, and Loop’s evolving product to support strategic conversations.
Your Experience:
• 3+ years of experience in Customer Success or Account Management, supporting mid-market or enterprise accounts in a B2B SaaS environment.
• You have experience owning renewals, achieving revenue goals, and driving account growth.
• Experienced in delivering QBRs and using data to showcase impact, guide strategy, and deepen customer partnerships.
• Skilled at building trust quickly and navigating conversations that drive retention, mitigate risk, and unlock growth.
• You are comfortable working with data to inform your decisions. You know how to analyze usage patterns, spot churn risks, and create compelling value stories for customers.
• You have experience working cross-functionally and sharing customer feedback in ways that influence product development.
• You bring strong commercial instincts to customer conversations. You know how to sell through impact and outcomes, not just features, and you’re confident navigating pricing discussions with a focus on value.
• You approach problems with a proactive mindset. You’re skilled at asking the right questions, uncovering hidden risks, and helping customers get ahead of challenges before they become blockers.
• You are known for forming strong, authentic relationships with customers and you are one of their favorite people to work with.

$76,800 - $115,200 a year This position is also eligible for an annual commission expected to be 25% of your base salary. We know that making decisions about your career and compensation is a huge deal. Because of that, we’re incredibly thoughtful about our compensation strategy. We want you to feel safe and excited, but also comfortable with the compensation package of a startup. We’ve outlined some important information for you here, but please know there’s a lot more to compensation than we can cover in this job posting. The posted salary range is the base salary for this opportunity. The salary range is subject to change, and may be adjusted in the future. The actual annual salary paid for this position will be based on several factors, including, but not limited to: your prior experience and skills related to the position, geographic location, company needs, current market demands, and your total compensation goals. Great humans deserve great benefits! At Loop, you’ll be eligible for benefits such as: medical, dental, and vision insurance, flexible PTO, company holidays, sick & safe leave, parental leave, 401k, monthly wellness benefit, home workstation benefit, phone/internet benefit, and equity.


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Loop Story

In a perfect world, Loop wouldn't exist. If we had our way, we'd live in a world where we're mindful about how we consume, we love every product we own, and we share values with the brands who create them. In reality, commerce isn't perfect and often breaks. Loop creates second chances.

We're starting by revolutionizing the post-purchase experience. We've taken one of the most fragile commerce interactions - returns - and turned it into something consumers actually love, and that deepens our connection to brands and products.

We take connection seriously on the inside, too. We're building a work experience that allows you to Be A Human First and prioritizes empathy and wellbeing. We view Loop as a special place in your career to shape the future of an industry and become a better person while doing it. You can grow faste r here in a shorter amount of time - we'll give you space and trust you to fill it.

Learn more about us here: https://loopreturns.com/careers .

You can review our privacy notice here .

The returns app for Shopify's top brands. Loop improves retention by encouraging your customers to exchange rather than requesting a refund

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