Merchant Success Manager, Mid-Market

Responsibilities

• Own a portfolio of growing mid-market merchants and drive retention, renewals, expansion, and retraction mitigation.
• Use merchant goals, health signals, engagement, product usage, and renewal timing to prioritize proactive interventions.
• Lead complex renewal and commercial conversations, communicating Loop’s value and competitive differentiation to stakeholders.
• Partner with Account Executives to cross-sell products to existing merchants.
• Host quarterly business reviews aligned to merchant priorities, Loop capabilities, and business outcomes.
• Maintain creative, proactive account touchpoints to identify issues before renewal and reduce churn.
• Increase feature adoption by communicating updates and merchant-specific value.
• Gather and communicate merchant feedback and recurring product themes to internal teams.
• Use AI, automation, templates, and operating rhythms to improve efficiency and consistency.
• Partner with Sales, Onboarding, Support, Product, Solutions, and other teams to resolve merchant needs and improve the overall experience.

Requirements

• 3+ years of customer success or account management experience with mid-market or enterprise businesses using B2B SaaS products.
• Experience managing renewals and successfully renewing accounts.
• Experience owning or exceeding revenue goals and identifying expansion opportunities.
• Experience managing a sizable portfolio with strong organization, responsiveness, and proactive engagement.
• Ability to use data to analyze account health, communicate value, and prioritize customer engagement.
• Strong consultative communication, commercial negotiation, cross-functional collaboration, and customer relationship skills.
• Experience using AI or automation to improve customer support efficiency and quality.

Nice-to-haves

• Ecommerce industry experience.
• Experience with merchant communications and strategic messaging.
• Experience driving product adoption, mitigating churn, and sharing customer feedback that leads to product, process, or service improvements.