Merchant Success Manager, Enterprise
Own strategic relationships with enterprise B2B SaaS merchants, driving retention, renewals, expansion, product adoption, and measurable business outcomes. The role requires 3+ years of enterprise customer success or account management experience, strong commercial and data skills, and cross-functional leadership.
About the job
Responsibilities
- Own revenue retention, renewals, expansion, and retraction mitigation for a portfolio of enterprise merchants.
- Develop strategic account plans linking merchant priorities to measurable outcomes, product adoption, renewal strategy, and growth opportunities.
- Identify account risks, create mitigation plans, maintain forecasts, and provide internal visibility throughout the merchant lifecycle.
- Lead complex renewal and commercial conversations, communicating Loop’s value and competitive differentiation to executive, operational, and cross-functional stakeholders.
- Partner with Sales to identify cross-sell opportunities, build business cases, and convert opportunities into revenue.
- Lead quarterly business reviews and executive touchpoints that demonstrate measurable value and establish recommendations and next steps.
- Maintain proactive account communications, increase feature adoption, communicate product updates, and mitigate churn.
- Build relationships with senior executives, operational teams, and day-to-day account partners.
- Gather merchant feedback and communicate product enhancement themes to Merchant Success, Product, and leadership.
- Coordinate Sales, Product, Engineering, Solutions, Support, Data, and leadership resources to deliver merchant outcomes.
- Lead high-stakes escalations with clear ownership, disciplined communication, realistic expectations, and a focus on merchant confidence.
Requirements
- 3+ years of customer success or account management experience with enterprise businesses for B2B SaaS products.
- Experience overseeing account renewals and successfully renewing enterprise accounts.
- Experience owning or exceeding revenue goals and identifying and closing expansion opportunities.
- Experience using tools, including AI, to improve productivity and support enterprise merchants.
- Experience managing merchant communications and customer lifecycle communications.
- Strong spreadsheet skills, including extracting, analyzing, and interpreting data to create customer value stories.
- Experience mitigating churn, increasing product feature adoption, and using customer relationships to drive outcomes.
- Experience sharing customer feedback that influenced product, process, or service improvements.
- Ability to lead cross-functional work without direct authority and create clarity, accountability, and momentum.
- Ability to remain composed and credible through ambiguity, service issues, competing priorities, and executive escalations.
Nice-to-haves
- Ecommerce industry experience.
- Experience with enterprise merchant relationships.
Compensation
- Annual salary: $100,000–$120,000 USD.
Skills
B2B SaaS, Customer Success, Account Management, Revenue Retention, Renewals, Cross-Sell, Product Adoption, Account Planning, Forecasting, Executive Communication, Spreadsheets, Artificial Intelligence, Churn Mitigation, Cross-Functional Leadership
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