About Loop
Loop is a subscription management platform built for e-commerce brands on Shopify. Our primary market is the US, with growing presence in Europe and ANZ.
We are scaling rapidly, driven by a strong product and exceptional merchant experience. We grew 5x in 2023, 3x in 2024, and are on track for 2.5x growth in 2025. With $10M+ ARR built through organic channels and a small, high-performing team, we believe in doing more with less.
Our DNA:
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High Agency action over instruction
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High Ethics trust is the foundation
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Positive Attitude solutions over excuses
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Impact-Driven if it doesn't move the needle, it doesn't matter
About the CSM Role
You will manage and grow relationships with high-growth DTC brands in the US (and some in Europe). As part of a small, fast-moving team, you will work closely with founders, product, and sales to drive NPS, product adoption, and referrals. Merchant success and experience will be your primary focus.
Responsibilities
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Own Merchant NPS, retention, product adoption, and revenue expansion via referrals
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Manage client relationships end-to-end and drive measurable business impact for merchants
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Monitor client performance, share actionable insights, and support throughout their journey
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Collaborate with marketing on case studies, merchant stories, and product use-case promotion
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Build deep understanding of DTC/e-commerce and represent Loop in communities and social channels
Ideal Profile
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2-4 years of experience in customer success or client-facing roles
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Strong communication skills and comfort with Excel
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Solution-oriented, proactive, and enjoys talking to people
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High ownership mindset, diligent, and growth-driven
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SaaS experience preferred but not required
Perks
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Annual Leaves
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Free lunch and snacks
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Annual company retreat
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Insurance
