Customer Success Manager

We are looking for CSM to work with high-growth DTC brands doing millions in revenue across US and little bit of Europe region.

Till now, most of our growth has been referrals and driven by existing merchants so we are obsessed with merchant experience - looking for someone who can maintain and grow our NPS of 87!!

You would be part of a very small team working with founders, product and sales to own NPS, Produt Adoption and Referrals.

We are looking for someone with 2-4 years of experience, who has good communication skills & comfortable with excel. Someone who likes speaking with people and has solution oriented mind-set. Someone who is diligent, hustler and gets high on growth hacks :)

Responsibilities

• This role will be responsible for Merchant NPS, Client Retention, Product Adoption, Merchant Growth (direct impact on merchants business with Loop) and New ARR Addition via referrals.
• Manage the overall relationship with assigned clients and offer consultative advice to help them grow and achieve their goals.
• Ensuring clients receive a higher return on investment by monitoring and managing their accounts, and providing comprehensive insights /support throughout the entire customer journey.
• Work with the Loop Marketing team to publish case-studies, facilitate merchant interviews and promote unique product use-cases.
• Build strong context about DTC / Ecomm and be a product evangelist on social platform + communities.

Past experience in SaaS would be preferred but definitely not mandatory for the right person.