About Loop

Loop, a fast-growing startup based in the SF Bay Area, is seeking a highly motivated and skilled Customer Success Leader to join our team. As the Customer Success Leader, you will be responsible for ensuring that our customers are achieving their desired outcomes by leveraging our products and services. You will work closely with our customers, as well as cross-functional teams, to provide commercial guidance, resolve issues, and maximize the value you receive from the platform.

Who we’re looking for

Ownership. We need someone who embodies this value and can figure things out and move quickly. If you need direction and someone to hold your hand, this job is not for you.

Bias for Action: You know how to prioritize the needs of your stakeholders and take prompt, proactive steps to drive success and satisfaction. Like Ownership, you don’t wait for someone to tell you what to do.

Customer Obsessed. We need someone who will act as a teammate to our customers and ensure that they’re receiving maximum value from the platform. Their success is ultimately your success.

Key Responsibilities

• Lead a high performing team of Account Managers, innovating the processes and operations, driving customer retention (logo retention & NRR), and working cross-functionally to maximize the value our customers receive from the platform.

• Surface and present actionable insights for the Executive Team to support post sale management and planning (e.g., attrition insights, renewal rate trends, NPS insights, product usage signals)
  

• Own preparation for - and participate in - client meetings by gathering inputs and compiling data, building presentation decks, and organizing agendas and assist with follow up actions
  

• Drive personal development plans and coaching for team members, showing consistent improvement across the team

Qualifications

• 6+ years of experience managing a team of Customer Success Managers that has collectively averaged NRR over 105% during your tenure

• Designed, implemented, and executed a proactive outreach motion for the Customer Success team

• Passion for and experience in hiring, developing and managing a team of individual contributors. Your team and their success are a top priority

• A proven track record and experience with fast-growing teams, using data to drive initiatives and guide your decision making processes

• Experience in SaaS, strategy, consulting, customer service, operations, technology, sales, customer success, or an equivalent field would be ideal

• You know how to deal with ambiguity and be able to navigate through it with a positive attitude. We’re still growing and learning and will look to you to help us establish and evolve processes