Take your career to new heights with Loopio!

Loopio is looking for an experienced relationship-focused data-oriented individual who wants to take their career in Customer Success to the next level! In this role you will own a handful of our largest accounts that are top global brands deliver an unparalleled customer journey focused on driving value and develop deep-level relationships that will maximize our land and expand potential with these accounts. Youll also be joining a rapid-growth company with endless opportunities to accelerate your career! Are you ready for your next adventure

Note: This is an existing vacancy on the team

What Youll Be Doing

• Working with approximately 10-15 of our largest customers that have huge growth potential

• Account mapping and planning of your customers in partnership with the Sales & Account Management teams

• Owning outcomes across a portfolio of Loopios most strategic Enterprise customers including renewal strategy in partnership with AM retention risk management and expansion growth

• Build and maintain senior-level relationships and multi-threaded engagement across champions economic buyers and key stakeholders

• Provide a high level of service and curiosity that allows our customers to maximize their success

• Develop creative strategies to increase customer engagement drive growth broaden relationships within each customer account and produce Loopio advocates

• Research and implement new elements to our customer journey for our largest Enterprise organizations

• Build engaging success plays email templates and meeting frameworks to help support the growth and success of your accounts

• Translate customer needs into structured product feedback (business case impact frequency priority)

• Drive internal alignment for escalations and strategic initiatives

• Distill and present insights to our internal teams including our Senior Leadership Team on key learnings from working closely with our largest Enterprise organizations

• Your ultimate success will be measured by the retention and adoption of your customer base with contributions to uncovering qualified expansion opportunities

What Youll Bring to the Team

• 5 years of Senior Account Management or Senior Customer Success experience with large Enterprise accounts

• Impeccable written and oral communication skills; youre talking to our customers after all!

• Masterful relationship-building skills; people find it really hard not to like you

• Proven experience leveraging AI to scale your CS impact internally and externally

• Lead and deliver Executive-level Business Reviews with clear ROI adoption insights and growth plan
  Build multi-year account plans aligned to customer initiatives and Loopio growth goals

• Identify mitigate churn risk using structured risk frameworks (health scoring risk plays stakeholder mapping) and contribute to continuous process improvements

• Operate as the quarterback across Sales Support Product Implementation and Leadership for strategic accounts

• Sales-focused you love having growth & expansion discussions with your customers just as much as a salesperson

• Proven ability to navigate challenging technical conversations while appropriately setting realistic expectations

• Innately curious always asking thoughtful questions and uncovering new opportunities

• 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

• Highly strategic; you like to understand the big picture and new ways to drive forward high-level organizational goals

• Experience writing sales proposals or responding to RFPs is a huge plus

• Demonstrated CS thought-leadership and seen as an inspiring leader by your peers

• You see challenges as opportunities- when the going gets tough you lean in and thrive!

Where Youll Work

• Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQd 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 Canada (British Columbia and Ontario) London and 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!

• Youll collaborate with your teams virtually across the UK India and North America (were 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!

Why Youll Working at Loopio

• 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.

• We offer a wide range of health and wellness benefits to support your physical and mental well-being starting day 1 with Loopio.

• Well set you up to work remotely with a MacBook laptop a monthly phone and internet subsidy and a work-from-home budget to help get your home office all set up.

• Youll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment.

• Participate in townhalls AMA (Ask-Me-Anything) and quarterly celebrations to celebrate the big wins and milestones as #oneteam!

• Our four active Employee Resource Groups offer opportunities for employees to learn and connect year-round.

• Youll be a part of an award-winning workplace with an opportunity to make a big impact on the business.

Questioning your qualifications Read this Hi there we recognize that all too often potential candidates dont apply for a position simply because they dont hit every single criteria included in the job descriptionparticularly members of underrepresented groups.

Whether or not your experience checks off all the boxes on a job posting we still encourage you to apply to ensure that your application receives a review from our team. We understand that a resume can only showcase so much during the applicant stage so weve created prompts in the application for you to share more about yourself. If youve made a career transition (or a few!) youre self taught in a new role or you have skills/experience youd like to highlight we want to hear more about what you could bring to the table.

AI in Recruitment At Loopio we leverage artificial intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening drafting preliminary job descriptions generating initial interview questions transcription and occasionally sourcing prospective candidates. However AI is never used to make final hiring decisions; our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. We are committed to the responsible use of AI in our hiring practices prioritizing both an improved candidate experience and operational efficiency. Our standardized hiring practices remain focused on reducing biases with all key hiring decisions solely made by our team. We continuously review and refine our hiring practices to align with industry best practices and evolving legal guidelines

Loopio is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. We actively encourage candidates from all backgrounds and lifestyles to consider us as a future employer. Please contact a member of our Talent Experience team () should you require accommodations at any point during our virtual interview processes.

Required Experience:

Manager