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*** 3–7 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