Customer Success Manager

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