Job Description
Role Overview\nAs 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.\n\n### What You Own\n\n1. Revenue & Retention\n- Own renewals, retention, and net revenue growth across your portfolio\n- Drive upsell and cross-sell opportunities in existing accounts\n- Proactively identify churn risks and execute recovery plans\n\n2. Customer Outcomes & Adoption\n- Drive product adoption, engagement, and utilisation across accounts\n- Use data to track leading indicators and forecast account health\n\n3. Strategic Account Management\n- Build and maintain relationships with key decision-makers and stakeholders\n- Act as a trusted advisor on employee health and benefits strategy\n- Run structured business reviews (QBRs/MBRs) aligned to customer goals\n\n4. Execution Excellence\n- Own onboarding and ensure strong activation and first-value delivery\n- Manage escalations with urgency and drive cross-functional resolution\n\n5. Voice of Customer\n- Translate customer feedback into actionable product and service inputs\n\n### What Success Looks Like\n- High logo retention and Net Revenue Retention (NRR)\n- Strong product adoption and engagement metrics\n- Consistent expansion pipeline and closed revenue\n- Positive customer feedback and advocacy\n\n### What We’re Looking For\n- 3–7 years experience in Customer Success / Account Management / Hospitality Sales\n- Proven ability to own revenue outcomes (renewals + expansion)\n- Strong commercial mindset with comfort in selling and negotiation\n- Highly analytical and process-driven; comfortable with data and forecasting\n- Excellent stakeholder management and communication skills\n\n### What We Don’t Want (Implicit but Important)\n- Purely support-oriented profiles\n- Low ownership / escalation-driven working style\n- Activity without outcomes\n
