Merchant Onboarding Specialist
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 lead onboarding for fast-growing DTC brands, ensuring smooth setup, migration, and go-live on Loop. This role requires strong project ownership, communication, and problem-solving to deliver a seamless merchant experience and hand off to Customer Success with high confidence and adoption.
Key Responsibilities
Merchant Kickoff & Engagement:
- Send kickoff invites within 24 hours of sales handoff
- Lead onboarding calls to understand merchant goals, setup requirements, and timelines
- Maintain proactive weekly touchpoints — kickoff, progress updates, and handover communication
Solutioning & Setup:
- Configure subscription setups based on merchant needs
- Collaborate with Implementation Engineering for technical solutions
- Work with the Migration team to validate and execute subscription data imports
Project & Timeline Management:
- Align milestones, timelines, and dependencies to move merchants to go-live
- Track onboarding progress in Salesforce, Sheets, and internal dashboards
- Escalate risks early when delays or product gaps impact merchant experience
Merchant Experience & Retention:
- Ensure subscription widget go-live and migration completion
- Communicate with empathy during delays, escalations, or product limitations
- Collect structured feedback and share with Product and Success teams
Handover to Success Team:
- Deliver a fully updated onboarding document at handover
- Confirm merchants feel confident using Loop before transition
- Minimise churn during onboarding and in the first 30 days post-handover
Ideal Profile
- 2–4+ years in SaaS onboarding, customer success, or implementation roles
- Strong project management and organisational skills
- Comfort with tools like Salesforce, Google Sheets, Slack, and Shopify ecosystem apps
- Excellent written and verbal communication; empathetic and proactive with customers
- Experience working cross-functionally with technical and non-technical teams
- Able to maintain good calendar hygiene
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