Customer Success Manager

Customer Success Manager – Mid Market

Role Overview

• As a Customer Success Manager at Loop, you own the
• end-to-end health, retention, and growth
• of a portfolio of mid-sized clients.
• You are a
• revenue owner
• , not a support function—responsible for driving
• renewals, expansion, and product adoption
• by becoming a trusted advisor to customers.

What You Own

1. Revenue & Retention

Own

• renewals, retention, and net revenue growth
• across your portfolio

Drive

• upsell and cross-sell opportunities
• in existing accounts
• Proactively identify churn risks and execute recovery plans

1. Customer Outcomes & Adoption

Drive

• product adoption, engagement, and utilisation
• across accounts
• Use data to track leading indicators and forecast account health

1. Strategic Account Management

• Build and maintain relationships with
• key decision-makers and stakeholders
• Act as a
• trusted advisor
• on employee health and benefits strategy
• Run structured business reviews (QBRs/MBRs) aligned to customer goals

1. Execution Excellence

• Own onboarding and ensure
• strong activation and first-value delivery
• Manage escalations with urgency and drive cross-functional resolution

1. Voice of Customer

• Translate customer feedback into
• actionable product and service inputs

What Success Looks Like

High

logo retention and Net Revenue Retention (NRR)

Strong

product adoption and engagement metrics

Consistent

expansion pipeline and closed revenue

Positive

customer feedback and advocacy

What We’re Looking For

4–6 years experience in

Customer Success / Account Management / Hospitality Sales

• Proven ability to
• own revenue outcomes (renewals + expansion)

Strong

• commercial mindset
• with comfort in selling and negotiation

Highly

• analytical and process-driven
• ; comfortable with data and forecasting

Excellent

• stakeholder management and communication skills
• What We Don’t Want (Implicit but Important)
• Purely support-oriented profiles
• Low ownership / escalation-driven working style
• Activity without outcomes