Job
Description
About The Role As a Customer Success Manager at Loop, you will play a key role in driving customer goals, revenue expansion and product utilization by ensuring the activation, engagement, success, retention, and growth of Loop’s key, enterprise or mid-market clients. This role is focused on high-impact, high-value activities in all aspects of business development and retention. Key Responsibilities Develop a deep relationship with the customer and an understanding of their employee health to suggest specific Loop Health product features, interventions, and value propositions. Map, build and nurture relationships with key stakeholders at your enterprise accounts to ensure they are engaged with us throughout the year Be a strategic partner and advisor to the client, discovering new opportunities to work together for mutual benefits Increase renewal rates, drive adoption and consumption, improve customer satisfaction, and work with our customers to generate new business (upsell and cross-sell) Learn about health insurance and Loop’s unique health benefits so that you can articulate the value to existing and new customers. Educate our clients about health benefits management and onboard them to our own dashboards and roster management tools Help execute and iterate the Loop Health onboarding experience to maximize client enrolment in our app and understanding of our benefits Be the customer’s voice within Loop Health providing feedback to our Product team to develop/identify new features Serve as the internal voice of the customer and advocate for our client's needs (services, support, product management, executive alignment) Be extremely process-driven and document notes, MoMs, RCAs and managing escalations with clients and driving them internally across different teams Manage and track ongoing roster management such as addition/deletion of employees on an ongoing basis and share active employee lists and premium consumed statements with clients on a recurring basis Define and measure leading indicators and calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts, in partnership with the sales team Identify opportunities for customer references, testimonials and case studies You will be required to travel on-site This is an Individual contributor role Core Competencies, Knowledge And Experience 5+ years of experience working at a B2B SaaS or online services company preferred Has prior sales experience or feels comfortable selling Process-oriented and analytical Previous experience using CRM tools, ticketing software and other tech enablement preferred Advanced knowledge of Microsoft Excel and Word Passion for solving client challenges and commitment to client delight Proven ability to coach, mentor, and develop individual contributors Naturally curious, with excellent critical-thinking skills At least 8 years of experience in customer success serving large enterprise customers Soft Skills Witty: You have the ability to think on feet. You are fun to work with and excited about building something unique Analytical: You are a number & data oriented and can figure out the "math behind the monthly / quarterly targets". Passionate: You love hustle (we're a growing company that moves and reacts fast) and are excited to travel, meet people, and build lifelong relationships. Self-driven Attitude: You have superior organizational skills, integrity, and great follow through on tasks. You don't get overwhelmed easily. Naturally Curious: You are innovative, extremely creative, analytical, and constantly challenging the status quo. Elegant: You are self-aware, well-spoken, and humble. You will be the face of Loop. We Offer you Competitive salary Fully funded comprehensive medical coverage for self & family Regular feedback - great work is rewarded Fun events for Loopers, friends and family Reimbursement for learning - books, courses, conferences, etc. Constant learning and self-growth are highly valued “Gift a leave” & “Period leave” policy Attention to mental and physical health Show more Show less
