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

You Will:

• Digital Lifecycle Programs: Design and operate Loop’s 1-to-many Customer Success motion - 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 - 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/ Subscription business experience is a plus