Merchant Success Manager, Loop Returns
Mid-Market
$76.8-115.2k
This position is also eligible for an annual commission expected to be 25% of your base salary + Equity
Exchange and returns platform for Shopify brands
Be an early applicant
Exchange and returns platform for Shopify brands
201-500 employees
Be an early applicant
$76.8-115.2k
This position is also eligible for an annual commission expected to be 25% of your base salary + Equity
201-500 employees
Company mission
Loop Returns' mission is to make merchants successful while helping people become more mindful of how they consume by providing seamless product returnal, exchange, and logistics services.
Role
Who you are
- 3+ years of experience in Customer Success or Account Management, supporting mid-market or enterprise accounts in a B2B SaaS environment
- You have experience owning renewals, achieving revenue goals, and driving account growth
- Experienced in delivering QBRs and using data to showcase impact, guide strategy, and deepen customer partnerships
- Skilled at building trust quickly and navigating conversations that drive retention, mitigate risk, and unlock growth
- You are comfortable working with data to inform your decisions. You know how to analyze usage patterns, spot churn risks, and create compelling value stories for customers
- You have experience working cross-functionally and sharing customer feedback in ways that influence product development
- You bring strong commercial instincts to customer conversations. You know how to sell through impact and outcomes, not just features, and you’re confident navigating pricing discussions with a focus on value
- You approach problems with a proactive mindset. You’re skilled at asking the right questions, uncovering hidden risks, and helping customers get ahead of challenges before they become blockers
- You are known for forming strong, authentic relationships with customers and you are one of their favorite people to work with
What the job involves
- As a Merchant Success Manager at Loop, you are the voice for our brand, product, and philosophy. Through strategy, empathy, and strong communication, you will work with our merchants to guarantee they’re maximizing their use of our product, and that they are happily lifelong customers of Loop.
- This role will manage a portfolio primarily made up of Australia and New Zealand merchants, playing a key part in Loop’s international expansion efforts. You’ll share feedback and insights from ANZ merchants to help shape our strategy and inform how we invest in growing that market
- Right away, we’ve listed what we think you’ll be spending your time on. We’re growing fast, and growth means the challenges we’ll work on together will change as we lead Loop through new and different phases
- This is an indispensable role with us, so we’ll be looking for you to have examples of when you’ve tackled these challenges throughout your career. We’ve laid out the experience we think is important to set you up for success in this role. But, we appreciate that different humans will solve problems in different ways, so we don’t expect you to fit exactly in a box of requirements
- Be accountable to revenue retention and expansion goals for Loop’s mid-market merchants by managing renewals, identifying growth opportunities, and clearly communicating Loop’s value and competitive advantage
- Build consultative, long-term relationships with your merchants by hosting meaningful QBRs, surfacing data-driven insights, and aligning on shared goals
- Increase product adoption by tailoring feature updates and communication to each merchant’s specific needs and priorities
- Proactively engage merchants with regular touchpoints that anticipate issues and minimize churn risk
- Partner cross-functionally to surface merchant feedback and product enhancement opportunities, helping Loop continuously improve
- Act as a strategic advisor throughout the merchant lifecycle, adapting your approach as the merchant matures and their needs evolve
- Use insights and account health data to drive retention strategies, prioritize outreach, and tell compelling value stories
- Stay informed on ecommerce trends, merchant needs, and Loop’s evolving product to support strategic conversations
Our take
Despite the convenience of shopping online, eCommerce brands face the significant challenge that customers are unable to try a product before they buy, and this ultimately leads to product returns. This can result in revenue and customer loss, complicated logistics, and customer dissatisfaction, problems that could be resolved by offering exchanges instead of returns.
Loop Returns provides an exchange and returns platform for Shopify brands, providing the logistic networks, automation tools, and analytics essential for facilitating seamless product exchanges. The company claims that its exchange-focus approach can help Shopify brands turn costly returns into new sales, increase customer satisfaction, and help brands contribute toward sustainable commerce.
Whilst the company will certainly face competition from alternative Shopify-integrated logistics providers, Loop Returns stands out with its unique approach of treating every product return as a potential exchange. In 2023, off of substantial funding, Lopp Returns released an app for Shopify merchants - Benchmarks - which acts as a refund comparison and analytics platform. Through this approach, the company claims that it can help brands save up to 50% of revenue on their returns, retain customers that would otherwise be lost, and prevent the wasting of products.
Freddie
Company Specialist at Welcome to the Jungle
Insights
24% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2023
$50m
SERIES B
Jul 2021
$65m
SERIES B
Total funding: $125.5m
Company benefits
- Equity - We offer stock options as a strategy for investing in the success of our business and happiness of our team members. By offering stock options, all team members are owners and play an integral role in the long-term success of our business
- Health Insurance - We believe in taking care of your whole self, all the time. Your bases are covered with healthcare benefits–medical, dental, and vision insurance–and Loop helps with the premiums
- Flexible Paid Time Off - We have no limit on the amount of time off you can take. Use PTO to get away, move into a new place, celebrate your birthday, or whatever you need it for!
- Paid Parental Leave - We’re committed to supporting our team members during and after this significant life change. Loop offers 14 weeks of paid parental leave, plus an additional ramp-up period, so new parents can gradually transition back into their role
- Paid Holidays - 15 paid company holidays, including our very own holidays we call “Loop Days.”
- Paid Sick and Safe Leave - You’re not a machine, you’re a human—and you can only do your best work when you feel your best. Loop offers 2 weeks of paid Sick and Safe Leave to use if you are not feeling well, need to take care of a loved one, or need a mental health day
- Monthly Wellness Benefit - We value our employees' experience and support their quality of life outside work. Our wellness benefit includes reimbursements for both personal (physical/mental) and professional wellbeing
- Blended Working Environment - We believe you can do your best work when you have the flexibility to choose where and how you do it. Our Blended Working Environment is the ability to customize the way that you work through a combination of Employee Experiences (secluded, hub, office) and Work Modes (remote, hybrid, in-person). This includes a quarterly budget for use of a co-working space and budget to plan in-person or remote gatherings
- Home Workstation Benefit - We want you to be set up for success from day one, so we offer a one-time reimbursement for you to purchase or refresh anything for your work-from-home setup. We’ll also provide you with a Macbook, monitor, keyboard, and mouse
- Internet & Phone Benefit - We reimburse a portion of your phone or internet bill so you can stay connected and comfortable
Company HQ
Columbus, Ohio
Leadership
Jonathan Poma
(Board Director & Founder)Strategist at DYNAMIT from 2010 to 2013. Founder and CEO of Rocket Code from 2014 to 2018.
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