Customer Success Manager

About the Role

As a Customer Success Manager at Loop, you will play a key role in driving customer goals, revenue expansion and product utilisation 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.

What you would do:

• 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 and build relationships with key stakeholders for your 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 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 maximise 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 clients 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 may be required to travel on-demand to a customer site for short visits

What we are looking for:

• Minimum 5 years of experience in customer success serving enterprise customers with more than 1000 employees

• Experience working in an Insurance Broking Industry or B2B SaaS 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