# Merchant Success Manager, Mid-Market

**Company:** [Loop Returns](https://hotfix.jobs/companies/loop-returns)
**Location:** Remote
**Role:** Customer Success
**Salary:** $75k – $100k/yr
**Experience:** 3+ years
**Skills:** B2B SaaS, Customer Success, Account Management, Revenue Retention, Renewals, Cross-Selling, Product Adoption, Account Health, Data Analysis, AI Automation, Customer Relationship Management, Quarterly Business Reviews
**Posted:** 2026-09-03

> Own a mid-market merchant portfolio for a B2B SaaS business, driving retention, renewals, expansion, and product adoption through consultative account management. The role requires 3+ years of customer success or account management experience, strong data-driven prioritization, and cross-functional collaboration.

## Job Description

## 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.

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