Merchant Experience
Scaled Customer Success Manager (EMEA)
Gurugram·Full Time
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
As a Scaled Customer Success Manager (EMEA), you will build and run Loop's 1-to-many Customer Success motion — designing digital lifecycle programs that drive adoption, retention, and expansion across a high-volume customer portfolio.
You Will
- Digital Lifecycle Programs: Design and operate Loop's 1-to-many Customer Success motion including adoption, renewal readiness, escalations, custom solutioning and expansion. Engagement channels include lifecycle email, in-product messaging, webinars, and self-serve education resources.
- Product Adoption & Customer Value: Analyze product usage signals to identify friction in the customer journey. Design programs that drive adoption of key product capabilities and help customers realize value faster.
- Digital Onboarding: Own scalable onboarding experiences focused on time-to-value. Build self-serve onboarding journeys, activation campaigns, and educational assets for new customers.
- Lifecycle Optimization: Continuously improve lifecycle engagement through experimentation. Run A/B tests across customer cohorts, analyze performance data, and iterate playbooks based on results.
- Customer Health & Retention: Monitor scaled customer health using product and engagement signals. Trigger automated interventions and design proactive programs that reduce churn risk.
- Cross-Functional Collaboration: Partner with Product, Support, Sales, and RevOps to surface customer friction, improve lifecycle content, and support expansion opportunities.
You Have
- 2 to 4+ years in customer-facing experience (Customer Success, Product Support, Product Operations, etc.) in SaaS
- Experience supporting high-volume customer portfolios (300+ accounts)
- Strong analytical mindset with comfort working in product usage and customer data
- Familiarity with lifecycle automation and customer engagement tools
- Excellent written communication skills for digital engagement
- Experience with AI-enabled platforms or marketing automation is a plus
- E-commerce or Subscription business experience is a plus
Perks
- Annual Leaves
- Free lunch and snacks
- Annual company retreat
- Insurance
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