Customer Success Partner

About the CSM Role

You will manage and grow relationships with high-growth DTC brands in the US (and some in Europe). As part of a small, fast-moving team, you will work closely with founders, product, and sales to drive NPS, product adoption, and referrals. Merchant success and experience will be your primary focus.

Responsibilities

• Own Merchant NPS, retention, product adoption, and revenue expansion via referrals
• Manage client relationships end-to-end and drive measurable business impact for merchants
• Monitor client performance, share actionable insights, and support throughout their journey
• Collaborate with marketing on case studies, merchant stories, and product use-case promotion
• Build deep understanding of DTC/e-commerce and represent Loop in communities and social channels

Ideal Profile

• 2-6 years of experience in customer success or client-facing roles
• Strong communication skills and comfort with Excel
• Solution-oriented, proactive, and enjoys talking to people
• High ownership mindset, diligent, and growth-driven
• SaaS experience preferred but not required