Senior Customer Success Manager

Loop; San Francisco (CA); On-site; USD 130,000 - 165,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Paid time off

Job summary

Loop is seeking a Senior Customer Success Manager to own a portfolio of strategic global accounts, focusing on retention, expansion, and long-term value. You will act as a trusted advisor to executives, lead cross-functional engagements, and ensure measurable ROI from Loop across the supply chain.

The role is in-person with 4+ days in the office in Chicago/NYC/SF, offering base pay and incentive opportunities aligned with performance and location.

Qualifications

• 6+ years in Customer Success, Account Management, or similar roles (logistics/supply chain, B2B SaaS, or payments preferred).
• Proven track record owning renewals and driving expansion with clear examples.
• Experience managing enterprise/global accounts with complex stakeholders.

Responsibilities

• Own a portfolio of enterprise and global accounts with complex orgs and stakeholders.
• Drive renewals and expansion, identifying and closing upsell opportunities with Sales.
• Build relationships with senior stakeholders (Director → C-suite) as a strategic advisor.

Skills

Executive presence

Analytical thinking

Communication

Autonomy

Stakeholder management

Data-driven

Job description

About the Role

As a Senior CSM at Loop, you will own a portfolio of our most strategic, global customers— you’ll be responsible for retention, expansion, and long-term partnership value.

This is a highly autonomous role. You’ll act as a trusted advisor to executive stakeholders, lead complex cross-functional engagements, and ensure customers realize measurable ROI from Loop across their supply chain.

This is an in-person role based in Chicago/NYC/SF, with the expectation of being in the office 4+ days per week.

What You’ll Do

• Own a portfolio of enterprise and global accounts, managing complex orgs and stakeholders
• Drive renewals and expansion, including identifying, building, and closing upsell opportunities in partnership with Sales
• Build relationships with senior stakeholders (Director → C-suite) and act as a strategic advisor
• Lead Executive Business Reviews (EBRs) focused on ROI, insights, and clear recommendations
• Translate data into actionable insights that drive cost savings and operational improvements
• Partner cross-functionally with Product, Engineering, Ops, and Sales to deliver customer outcomes
• Advocate for customers and influence product direction based on enterprise needs
• Proactively identify risks, gaps, and opportunities across accounts and drive action

About You

• 6+ years of relevant Customer Success, Account Management, or similar roles (logistics/supply chain, B2B SaaS, or payments preferred)
• Proven track record owning renewals and driving expansion (clear examples required)
• Experience managing enterprise and/or global accounts with complex stakeholders
• Strong executive presence and ability to influence senior leaders
• Highly autonomous — able to prioritize, problem-solve, and drive outcomes independently
• Analytical and data-driven, with the ability to translate insights into business value
• Excellent communication skills — clear, concise, and executive-ready
• Bias for action and comfort operating in ambiguity

Compensation and Benefits

The base pay range for this role is $130,000 to $165,000 annually, with location-specific target compensation of up to $150,000 in Chicago, and $165,000 in New York and San Francisco. This range reflects the base pay that Loop reasonably expects to pay for the position at the time of hire. Actual compensation will depend on job-related factors, including experience, skills, qualifications, location, and business needs.

In addition to base salary, this role may be eligible for an annual performance bonus, growth incentive pay (commission), and equity. This role is also eligible for Loop’s benefits, including health, dental, and vision insurance, 401(k) match, paid time off, paid holidays, and parental leave.

Equal Opportunity

Loop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.