Loopio

Senior Customer Success Manager, Enterprise

Loopio • $90K — $120K *
Toronto, ON M3C 0E3In-Person
Enterprise Technology
Less than 5 years of experience
Reposted Today
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Job Overview by Ladders

Qualifications

  • Impeccable written and verbal communication skills.
  • Strong relationship-building skills with teams and clients.
  • Highly analytical, using data for decision-making.
  • Extremely organized, with effective time management strategies.
  • Results-driven with clear goal orientation.
  • At least 3 years in Account Management, Customer Success, or similar roles.
  • SaaS experience is preferred, as is experience with sales proposals or RFP responses.

Responsibilities

  • Build relationships with Enterprise customers via various engagement methods.
  • Collaborate with Customer Enablement Manager for smooth onboarding.
  • Develop plans aligned with customers' long-term goals.
  • Create strategies for customer engagement and growth.
  • Manage metrics related to retention, growth, and advocacy.
  • Develop success frameworks and templates for Customer Success activities.
  • Conduct training sessions and webinars for customer onboarding.

Benefits

  • Support for ongoing development through feedback and regular one-on-ones.
  • Access to a professional mastery allowance for learning opportunities.
  • Comprehensive health and wellness benefits from day one.
  • Remote work setup including a MacBook and subsidies for phone and internet.
  • A supportive remote-first culture with various engagement opportunities.
  • Participation in Employee Resource Groups for continuous learning and connections.
Full Job Description
What You'll Be Doing
  • Build meaningful relationships with Loopio's Enterprise customers through engaging emails, phone calls, and in-person meetings
  • Partner with the dedicated Customer Enablement Manager to ensure a seamless transition from onboarding to our nurture phase
  • Partner with customers to develop meaningful plans that feed their long term goals
  • Develop creative strategies to increase customer engagement, drive growth, reduce churn, and produce Loopio advocates
  • Manage key metrics that feed into team based goals around retention, growth, and advocacy
  • Build engaging "success plays", email templates, and meeting frameworks to help streamline Customer Success activities
  • Execute Loopio training sessions and webinars through online demonstrations
  • Measure and action on engagement data through our Customer Health Score framework
  • Work with the Product Teams to champion customer insights and stories
  • Share Customer Success stories through case studies, blog posts, and internal communication
  • Work with the Support & Services Team to ensure alignment and provide a cohesive Loopio experience


What You'll Bring to the Team
  • Impeccable written and oral communication skills; you're talking to our customers, after all!
  • 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
  • Highly organized; your calendar reminders have calendar reminders
  • Results oriented; you always have your next goal in mind, and a plan to get there
  • At least 3 years of Account Management, Customer Success or similar experience
  • Experience in a SaaS company is a plus
  • Experience writing sales proposals or responding to RFPs is a huge plus


Where You'll Work
  • Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ'd in Canada, with established hub regions around the world where we hire from.
  • Our employees (or Loopers, as we call ourselves!) live and work in C🇦 Canada (British Columbia and Ontario), GB London, and I🇳 India (specifically in Gujarat, Maharashtra, and Bengaluru).
  • The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC).
  • We offer flexible co-working locations available to Loopers in ON and BC. Those based in ON have the option of working out of our convenient co-working space located in the heart of Downtown Toronto and a 12-minute walk from Union Station. BC Loopers have the option to work centrally in Vancouver. It is whatever works best for you!
  • 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
  • We encourage asynchronous collaboration to effectively work as a global #OneTeam!


About Loopio

Loopio is a software company that provides a cloud-based platform for automating the response to requests for proposals (RFPs), requests for information (RFIs), and due diligence questionnaires. The platform streamlines the response process by centralizing content and automating workflows, enabling teams to respond to requests more efficiently and accurately. Loopio serves a variety of industries, including technology, healthcare, finance, and professional services. The company was founded in 2014 and is headquartered in Toronto, Canada.
Learn more about Loopio
Size
200 employees
Industry
Information Technology
Founded
2014
* Ladders Estimates

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