Merchant Success Manager, Enterprise

Our merchants are the heart and soul of our business, and the Merchant Success Team at Loop exists to optimize the value of the Loop partnership to their business. This begins with the merchant onboarding experience and continues through ongoing support and strategic account management.

As an Enterprise Merchant Success Manager at Loop, you will serve as the strategic advisor to our larger, more complex merchant relationships. Through business acumen, empathy, strong communication, and cross-functional leadership, you will work with our merchants to achieve measurable outcomes, deepen their partnership with Loop, and build durable, long-term relationships.

This role requires the ability to navigate sophisticated organizations, align executive and operational stakeholders, translate complex data into a clear value story, and mobilize the right Loop resources based on merchant needs and business impact.

Right away, we’ve listed what we think you’ll be spending your time on.  We’re growing fast, and growth means the challenges we’ll work on together will change as we lead Loop through new and different phases.

This is an indispensable role with us, so we’ll be looking for you to have examples of when you’ve tackled these challenges throughout your career.  We’ve laid out the experience we think is important to set you up for success in this role.  But, we appreciate that different humans will solve problems in different ways, so we don’t expect you to fit exactly in a box of requirements.

At Loop, we're intentional about how we work so everyone can do their best work. We call this our Blended Working Environment. Our team is based across our headquarters in Columbus, Ohio, as well as Hub and Secluded locations through the United States, select Canadian provinces, the United Kingdom, and select Australian states.
For this position, we are looking for a teammate located in the United States.

• You’ve been involved in merchant communications in prior roles, either owning 100% of your communications or partnering with marketing teams to strategically generate messaging.

• You love data and are highly proficient with spreadsheets, using them to extract, analyze, and interpret insights that power compelling value stories for your customers.

• You have examples of how your proactive interactions and strong relationships with customers have directly contributed to mitigating churn, and have increased usage of product features.

• Creating exceptional partnerships with your merchants and becoming one of their favorite people to work with are always top priorities for you.

• You can share a couple of examples of how you’ve thoughtfully shared customer feedback that led to updates to your product.

• You understand the different stages of the customer journey, and that there’s a difference in how they should be communicated with.

We know that making decisions about your career and compensation is a huge deal. Because of that, we’re incredibly thoughtful about our compensation strategy. We want you to feel safe and excited, but also comfortable with the compensation package of a startup. We’ve outlined some important information for you here, but please know there’s a lot more to compensation than we can cover in this job posting.

The posted salary range is the base salary for this opportunity. The salary range is subject to change, and may be adjusted in the future.

The actual annual salary paid for this position will be based on several factors, including, but not limited to: your prior experience and skills related to the position, geographic location, company needs, current market demands, and your total compensation goals. 

Great humans deserve great benefits! At Loop, you’ll be eligible for benefits such as: medical, dental, and vision insurance, flexible PTO, company holidays, sick & safe leave, parental leave, 401k, monthly wellness benefit, home workstation benefit, phone/internet benefit, and equity.

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