Scaled Customer Success Manager, Loopio
More information about location
AI-powered proposal request responses
Be an early applicant
AI-powered proposal request responses
201-500 employees
Be an early applicant
More information about location
201-500 employees
Company mission
To help ambitious companies and people grow.
Role
Who you are
- Impeccable written and oral communication skills; you’ll be communicating with our customers, after all!
- Highly organized; your calendar reminders have calendar reminders
- A master of project management where deadlines are set, met and key stakeholders are kept up-to-date
- You are naturally curious and always seeking to understand the 'why' of the problems you are solving for your customers
- 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 and can easily identify trends and recommend engagement strategies to address performance metrics
- At least one year of experience in Customer Success, customer service, or customer marketing
- Experience in SaaS is a huge plus!
What the job involves
- Loopio is looking for a relationship-focused, outcomes-oriented individual who wants to join our innovative Scaled Customer Success team! In this role, you will contribute to Loopio’s digital strategy and collaborate with the wider Customer Success team on initiatives. You’ll also join a company, with endless opportunities to accelerate your career! Are you ready for your next adventure?
- Working as a part of the Scaled/Digital Customer Success team within Loopio’s Customer Success at scale department, focused on helping customers win in their response management efforts through a digital-led customer journey
- Working closely with Loopio’s Customer Experience Leaders, Product, and other cross functional departments developing digital communications for Loopio’s customers
- Create standardized, personalized communications for customers based on time-based, action-based, or value-driven triggers, with the purpose of driving adoption and reducing churn
- Monitor customer health, usage trends, and engagement metrics to ensure each customer is driving adoption within the Loopio platform
- Partner closely with other teams within the CS at Scale Department (Adoption Services, Renewals, Education) to iterate on the Digital Customer Journey
- Partner with Customer Enablement Managers to ensure a seamless transition from onboarding to our nurture phase
- Monitor key product metrics and our Customer Health Score framework to understand customer usage and adoption of Loopio and predict customer behaviour
- Work with our Customer Success software Gainsight to build engaging “success plays”, email templates, and meeting frameworks to help streamline Customer Success activities
- Provide value-add services to customers as requested that support the adoption of Loopio and the customer’s ROI, including webinars, in-app guides, and other digital strategies
- Net result is driving amazing outcomes for our customers that will then positively impact the business performance of Loopio through renewals and customer growth
- Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Lattice for 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
- 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
Our take
Loopio provides RFP response software to companies in a variety of industries including healthcare, financial services and telecommunications. Its platform streamlines responses to proposal requests, requests for information and due diligence questionnaires, helping firms to improve sales efficiency and unlock growth opportunities.
The company boasts an impressive client list including DocuSign, PayPal and American Express. Loopio expects its client base to continue growing, bolstered by a 2023 independent study that shows that clients of the company can experience a three-year return on investment alongside almost $6 million in business benefits.
Loopio has used funding to accelerate product development and customer acquisition, as well as expand its team. It has also partnered with Door, a digital due diligence platform for asset management and research teams. This partnership exemplifies a mature caution in Loopio's expansion aims, helping them to keep in control of their growing business.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (2 rounds)
Apr 2021
$200m
GROWTH EQUITY VC
Feb 2018
$8.7m
SERIES A
Total funding: $208.7m
Company benefits
- Robust Health Benefits
- Extended Parental Leave
- Employee Stock Options
- Professional Mastery Budget
- Weekly Loopio Socials
- Annual Company Retreat
- Generous Paid Time Off Program
- Team Wellness Activities
Company HQ
Chinatown, Toronto, ON
Leadership
Zak Hemraj
(Co-Founder & CEO)Progressed from Software Developer to Manager and Team Lead at Achievers within 8 years.
Matt York
(Co-Founder & CTO)Experience as Software Engineering Manager at Achievers, and Vice President of Engineering at Top Hat.
Salary benchmarks
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