Customer Success Manager
About Loop
Loop is a subscription management platform built for e-commerce brands on Shopify. Our primary market is the US, with growing presence in Europe and ANZ.
We are scaling rapidly, driven by a strong product and exceptional merchant experience. We achieved ~3x growth in 2024, followed by nearly 3x growth again in 2025. Looking ahead, we are building the team and foundation to drive another 2x growth in 2026 as we accelerate toward our $50M goal.
Our DNA
- High Agency — action over instruction
- High Ethics — trust is the foundation
- Positive Attitude — solutions over excuses
- Impact-Driven — if it doesn't move the needle, it doesn't matter
About the Role
Experience: 2–4 years
You will manage and grow relationships with high-growth DTC brands in the US (and some in Europe). As part of a small, fast-moving team, you will work closely with founders, product, and sales to drive NPS, product adoption, and referrals. Merchant success and experience will be your primary focus.
Key Responsibilities
- Own merchant NPS, retention, product adoption, and revenue expansion via referrals
- Manage client relationships end-to-end and drive measurable business impact for merchants
- Monitor client performance, share actionable insights, and support merchants throughout their journey
- Collaborate with marketing on case studies, merchant stories, and product use-case promotion
- Build deep understanding of DTC/e-commerce and represent Loop in communities and social channels
Ideal Profile
- 2–4 years of experience in customer success or client-facing roles
- Strong communication skills and comfort with Excel
- Solution-oriented, proactive, and enjoys talking to people
- High ownership mindset, diligent, and growth-driven
- SaaS experience preferred but not required
What Loop Offers
- ESOPs for top performers — own a piece of what you build
- Competitive annual appraisals with real, performance-linked hikes
- Comprehensive health insurance for you and your family
- Mental health and wellness support, anytime
- Daily meals covered — breakfast and lunch every working day
- Cab facility for late nights and early mornings
- Annual company retreat
- A warm, ambitious, honest team that wants each other to win
- Immense growth — 3× in 2024, targeting 2× in 2025, building to $50M ARR