Customer Success Manager

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

• 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
• Customer Outcomes & Adoption
• Drive product adoption, engagement, and utilisation across accounts
• Use data to track leading indicators and forecast account health
• 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
• Execution Excellence
• Own onboarding and ensure strong activation and first-value delivery
• Manage escalations with urgency and drive cross-functional resolution
• Voice of Customer
• Translate customer feedback into actionable product and service inputs

• 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

• 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

• Purely support-oriented profiles
• Low ownership / escalation-driven working style
• Activity without outcomes