Merchant Success Manager, Enterprise

3 weeks ago

United Kingdom Loop Full time

This begins with the merchant onboarding experience and continues through ongoing support and strategic account management.
As our first Enterprise Merchant Success Manager located in the UK, you will be the voice for our brand, product, and philosophy. Loop is a remote-first company, with our teams working remotely across the United States and Canada. This role will be fully remote based in the UK, and we have a strong preference for those who are located in London.
You’ll have quarterly quotas for revenue, which you’ll accomplish by identifying and closing expansion opportunities with your assigned accounts.
You’ll be responsible for contract renewals and retention for your accounts, which includes conveying the value Loop provides to our merchants and our differentiators when compared to competitors.
You have 5+ years of customer success or account management experience with enterprise businesses for B2B SaaS products. If you have experience working with the ecommerce industry, that is a huge differentiator for us
You’ve managed accounts for a long enough period of time that you oversaw the renewal process with them, and have successfully renewed many enterprise accounts.
You have tried and true ways to uncover and close new opportunities with accounts, and are willing to share a few examples with us.
Accelerate customer adoption and expansion by developing and strengthening exceptional relationships with your accounts.
Host quarterly business reviews with your key accounts, showing up with content that proves how Loop provides them value and illustrating how we can grow together.
Engage in regular, creative touchpoints with your accounts to get in front of any issues prior to renewal and avoid merchant churn.
Increase the usage and adoption of all Loop’s features by communicating new feature updates to your accounts, focusing on the value they’ll provide that specific merchant.
You’ve been involved in merchant communications in prior roles, either owning 100% of your communications or partnering with marketing teams to strategically generate messaging.
You love data, and you’ve established processes for yourself to extract data, analyze it and use it to create compelling value stories for your customers.
Understand the e-commerce market in the UK and key players and partners that Loop should be connected with.
Occasional travel around the UK to meet with merchants in person and to attend field events.
You have a track record of collecting and synthesizing feedback from various sources to inform and prioritize projects that significantly impacted key metrics and overall success.
You are well-connected in the UK ecommerce community which has enabled you to stay informed, gather market insights, and inform business innovation.
£We know that making decisions about your career and compensation is a huge deal. Because of that, we’re incredibly thoughtful about our compensation strategy. We want you to feel safe and excited, but also comfortable with the compensation package of a startup. We’ve outlined some important information for you here, but please know there’s a lot more to compensation than we can cover in this job posting.
The actual annual salary paid for this position will be based on several factors, including, but not limited to: your prior experience and skills related to the position, geographic location, company needs, current market demands, and your total compensation goals.
At Loop, you’ll be eligible for benefits such as: medical, dental, and vision insurance, flexible PTO, company holidays, sick & safe leave, parental leave, 401k, monthly wellness benefit, home workstation benefit, phone/internet benefit, and equity.
If we had our way, we'd live in a world where we're mindful about how we consume, we love every product we own, and we sharevalues with the brands who create them. We've taken one of the most fragile commerce interactions - returns - and turned it into something consumers actually love, and that deepens our connection to brands and products.
We're building a work experience that allows you to Be A Human First and prioritizes empathy and wellbeing.

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