Customer Success Manager

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

2. Customer Outcomes & Adoption

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

3. 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

4. Execution Excellence

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

5. 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

• 3–7 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

• Experience: 3+ years
• Seniority: Mid Level
• Languages: English