Merchant Success Manager, Enterprise
On-siteSydney, New South Wales, Australia
Job Summary
Own revenue retention, renewals, and expansion across your portfolio, consistently identifying growth opportunities while mitigating churn risk. Build trusted relationships with executive stakeholders to act as a strategic partner who helps merchants maximize Loop platform value. Lead Quarterly Business Reviews and strategic engagements to demonstrate measurable business impact. Drive product adoption by assisting with implementation, increasing feature utilization, and realizing ongoing value. Partner with Sales to close cross-sell and upsell opportunities and support commercial conversations throughout the customer lifecycle. Work cross-functionally with Sales, Onboarding, Finance, Product, Engineering, Marketing, and Executive Leadership to deliver a seamless merchant experience. Collaborate with Product and Engineering to troubleshoot complex issues, remove blockers, and ensure timely resolution of technical challenges. Serve as the voice of the customer by translating recurring themes and feedback into actionable product insights that influence strategy and roadmap priorities.
Required Qualifications
- Several years of Enterprise Customer Success, Merchant Success, or Account Management experience supporting complex B2B SaaS customers
- A proven track record of owning enterprise renewals, consistently achieving or exceeding retention and expansion targets, and managing commercial conversations with executive stakeholders
- Experience uncovering, developing, and closing growth opportunities within existing customer accounts while balancing customer advocacy with business outcomes
- Demonstrated success building trusted executive relationships and becoming a strategic advisor to enterprise customers
- Experience partnering cross-functionally with Sales, Onboarding, Finance, Product, Engineering, Marketing, and Executive Leadership to deliver outstanding customer experiences and solve complex business challenges
- Experience working directly with Product and Engineering teams to troubleshoot technical issues for customers while also advocating for broader customer needs that resulted in meaningful product improvements or roadmap enhancements
- Strong analytical skills with the ability to leverage data, spreadsheets, and customer insights to tell compelling value stories, identify trends, and drive strategic recommendations
- Excellent communication skills with experience tailoring messaging across different stages of the customer lifecycle and influencing stakeholders across both customer organizations and internal teams
- Curiosity and a continuous improvement mindset, including using modern tools and AI to improve efficiency, scale your impact, and better serve enterprise merchants
- For this role, we're looking for someone based in Sydney, Australia
Desired Qualifications
- Experience in ecommerce or commerce technology is a strong advantage
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