Scaled 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 design and operate Loop's one-to-many Customer Success motion, helping a high-volume portfolio of customers adopt key product capabilities, realise value faster, and remain successful throughout their lifecycle.
You Will
Digital Lifecycle Programs
- Design and operate Loop's one-to-many Customer Success motion across adoption, renewal readiness, escalations, custom solutioning, and expansion. Engagement channels include lifecycle emails, in-product messaging, webinars, and self-service educational resources.
Product Adoption and Customer Value
- Analyse product-usage signals to identify friction in the customer journey. Design programmes that drive the adoption of key product capabilities and help customers realise value faster.
Digital Onboarding
- Own scalable onboarding experiences focused on time-to-value. Build self-service onboarding journeys, activation campaigns, and educational assets for new customers.
Lifecycle Optimisation
- Continuously improve lifecycle engagement through experimentation. Run A/B tests across customer cohorts, analyse performance data, and refine playbooks based on the results.
Customer Health and Retention
- Monitor scaled customer health using product and engagement signals. Trigger automated interventions and design proactive programmes that reduce churn risk.
Cross-Functional Collaboration
- Partner with Product, Support, Sales, and RevOps to identify customer friction, improve lifecycle content, and support expansion opportunities.
You Have
- 2–4+ years of customer-facing experience in Customer Success, Product Support, Product Operations, or a similar function within a SaaS company
- Experience supporting high-volume customer portfolios of 300+ accounts
- A strong analytical mindset and comfort working with product-usage and customer data
- Familiarity with lifecycle automation and customer-engagement tools
- Excellent written communication skills for digital customer engagement
- Experience with AI-enabled platforms or marketing automation is an added advantage
- Experience in e-commerce or subscription-based businesses is an added advantage
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