About the CSM Role
You will manage and grow relationships with high-growth DTC brands in the US (and some in Europe). As part of a small, fast-moving team, you will work closely with founders, product, and sales to drive NPS, product adoption, and referrals. Merchant success and experience will be your primary focus.
Responsibilities
- Own Merchant NPS, retention, product adoption, and revenue expansion via referrals
- Manage client relationships end-to-end and drive measurable business impact for merchants
- Monitor client performance, share actionable insights, and support throughout their journey
- Collaborate with marketing on case studies, merchant stories, and product use-case promotion
- Build deep understanding of DTC/e-commerce and represent Loop in communities and social channels
Ideal Profile
- 2-4 years of experience in customer success or client-facing roles
- Strong communication skills and comfort with Excel
- Solution-oriented, proactive, and enjoys talking to people
- High ownership mindset, diligent, and growth-driven
- SaaS experience preferred but not required
