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