Customer Success Manager, Mid-Market

Take your career to new heights with Loopio! 🚀✨

Company Description:

Loopio is a workplace that unleashes learning & growth opportunities for our Loopers. We provide autonomous, challenging work that allows employees to master their craft. We attract and retain naturally curious people, who have grit, and are eager to grow and build their careers. At Loopio, we genuinely support each other, because true success comes from working as #oneteam.

About the Role:

Loopio is looking for a relationship-focused, data-oriented individual who wants to join our amazing Customer Success team! In this role, you will manage your own accounts, and collaborate with the wider Customer Success team on initiatives to drive forward our CS Team. You’ll also join a rapid-growth company with endless opportunities to accelerate your career! Are you ready for your next adventure?

What You'll Be Doing

• Build meaningful relationships with Loopio's Mid-Market customers through engaging emails, phone calls, and in-person meetings
• Partner with the dedicated Customer Enablement Manager to ensure a seamless transition from onboarding to our nurture phase
• Partner with customers to develop meaningful plans that feed their long-term goals and adhere to our Customer Journeys
• Develop creative strategies to increase customer adoption and produce Loopio advocates
• Collaborate with our Account Management team to drive growth and reduce churn
• Manage key metrics that feed into team-based goals around adoption, retention, growth, and advocacy
• Measure and action on adoption data through our Customer Health Score framework
• Work with the Product Teams to champion customer insights and stories
• Share Customer Success stories through case studies, blog posts, and internal communication
• Work with the Support & Services Teams to ensure alignment and provide a cohesive Loopio experience

What You'll Bring to the Team

• Impeccable written and oral communication skills; you’re talking to our customers, after all!
• Superb relationship-building skills, with a proven ability to cultivate deep and meaningful relationships with your teams and clients
• Extremely analytical; you leverage data in all of your decision-making
• Highly organized; your calendar reminders have calendar reminders
• Results-oriented; you always have your next goal in mind and a plan to get there
• At least 1-2 years of Account Management, Customer Success, or similar experience
• Experience in a SaaS company is a plus
• Experience writing sales proposals or responding to RFPs is a huge plus

Where You’ll Work 📍

• Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ’d in Canada, with established hub regions around the world where we hire from.
• Our employees (or Loopers, as we call ourselves!) live and work in 🇨🇦 Canada (British Columbia and Ontario), 🇬🇧 London, and 🇮🇳 India (specifically in Gujarat, Maharashtra, and Bengaluru).
• The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC).
• We offer flexible co-working locations available to Loopers in ON and BC. Those based in ON have the option of working out of our convenient co-working space located in the heart of Downtown Toronto and a 12-minute walk from Union Station. BC Loopers have the option to work centrally in Vancouver. It is whatever works best for you!
• You’ll collaborate with your teams virtually across the UK, India, and North America (we’re just a Zoom call and Slack message away!) with core sync hours and focus time for headsdown work 🙇🏾 during the workday
• We encourage asynchronous collaboration to effectively work as a global #OneTeam!

Why You’ll ♥️ Working at Loopio

• Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Latticefor our 1:1s and performance conversations
• You will have the opportunity to elevate 🪄 your craft and the opportunity to explore your creativity, with a dedicated professional mastery allowance for more learning support! We encourage experimentation and innovative thinking to drive business impact.
• We offer a wide range of health and wellness benefitsto support your physical and mental well-being, starting day 1️⃣ with Loopio.
• We’ll set you up to work remotely with a MacBook laptop 🍏, a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up.
• You’ll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment.
• Participate in 🎤 townhalls, AMA (Ask-Me-Anything), and quarterly celebrations to celebrate the big wins and milestones as #oneteam!
• Our four activeEmployee Resource Groupsoffer opportunities for employees to learn and connect year-round.
• You’ll be a part of an award-winning workplace 🏆with an opportunity to make a big impact on the business.

Questioning your qualifications? Read this ‼️ Hi there, we recognize that all too often, potential candidates don’t apply for a position simply because they don’t hit every single criteria included in the job description—particularly members of underrepresented groups.

Whether or not your experience ✅ checks off all the boxes on a job posting, we still encourage you to apply to ensure that your application receives a review from our team. We understand that a resume can only showcase so much during the applicant stage, so we've created prompts in the application for you to share more about yourself. If you've made a career transition (or a few!), you’re self taught in a new role, or you have skills/experience you’d like to highlight, we want to hear more about what you could bring to the table.

AI in Recruitment 👩🏻‍💻 At Loopio, we leverage artificial intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening, drafting preliminary job descriptions, generating initial interview questions, transcription and occasionally sourcing prospective candidates. However, AI is never used to make final hiring decisions; our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. We are committed to the responsible use of AI in our hiring practices, prioritizing both an improved candidate experience and operational efficiency. Our standardized hiring practices remain focused on reducing biases, with all key hiring decisions solely made by our team. We continuously review and refine our hiring practices to align with industry best practices and evolving legal guidelines

AI Usage in Interviews 🤖 The Loopio interview process is designed to help us better understand your professional experiences, as well as your unique perspective and approach to delivery and collaboration. To ensure a fair and accurate assessment, we expect candidates to refrain from using AI-generated content to produce responses to our interview questions during the live interview, as our goal is to evaluate your own knowledge and problem-solving abilities - not those of an AI assistant. If AI-generated responses are identified during the interview, Loopio reserves the right to disqualify candidates from the interview process.

For specific roles that include a take-home assignment, our AI Interviewee Policy allows the use of AI for initial support; however, the final submission must be a true reflection of your personal insights, skills and decision-making.

Loopio is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. We actively encourage candidates from all backgrounds and lifestyles to consider us as a future employer. Please contact a member of our Talent Experience team (work@loopio.com) should you require accommodations at any point during our virtual interview processes.