Customer Success Manager – Mid Market
Role Overview
As a Customer Success Manager at Loop, you own the
end-to-end health, retention, and growth
of a portfolio of mid-sized clients.
You are a
revenue owner
, not a support function—responsible for driving
renewals, expansion, and product adoption
by becoming a trusted advisor to customers.
What You Own
1. Revenue & Retention
Own
renewals, retention, and net revenue growth
across your portfolio
Drive
upsell and cross-sell opportunities
in existing accounts
Proactively identify churn risks and execute recovery plans
2. Customer Outcomes & Adoption
Drive
product adoption, engagement, and utilisation
across accounts
Use data to track leading indicators and forecast account health
3. Strategic Account Management
Build and maintain relationships with
key decision-makers and stakeholders
Act as a
trusted advisor
on employee health and benefits strategy
Run structured business reviews (QBRs/MBRs) aligned to customer goals
4. Execution Excellence
Own onboarding and ensure
strong activation and first-value delivery
Manage escalations with urgency and drive cross-functional resolution
5. Voice of Customer
Translate customer feedback into
actionable product and service inputs
What Success Looks Like
High
logo retention and Net Revenue Retention (NRR)
Strong
product adoption and engagement metrics
Consistent
expansion pipeline and closed revenue
Positive
customer feedback and advocacy
What We’re Looking For
4–6 years experience in
Customer Success / Account Management / Hospitality Sales
Proven ability to
own revenue outcomes (renewals + expansion)
Strong
commercial mindset
with comfort in selling and negotiation
Highly
analytical and process-driven
; comfortable with data and forecasting
Excellent
stakeholder management and communication skills
What We Don’t Want (Implicit but Important)
Purely support-oriented profiles
Low ownership / escalation-driven working style
Activity without outcomes
