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Loop

Customer Success Manager

Hyderabad, India

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hirly's read of this role

Role family
Customer support
Seniority
Lead / management
Country
IN
Work mode
On-site / unstated
First seen by hirly
23 Sept 2026

Derived automatically from the posting. Upload your resume above to see how the role scores against it.

the posting

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
Original posting on Loop's site ↗

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