Scaled Customer Success Manager

Loopio is looking for a relationship-focused, outcomes-oriented individual who wants to join our innovative Scaled Customer Success team! In this role, you will contribute to Loopio’s digital strategy and collaborate with the wider Customer Success team on initiatives. You’ll also join a company, with endless opportunities to accelerate your career! Are you ready for your next adventure?

What You’ll Be Doing: 

• Working as a part of the Scaled/Digital Customer Success team within Loopio’s Customer Success at scale department, focused on helping customers win in their response management efforts through a digital-led customer journey

• Working closely with Loopio’s Customer Experience Leaders, Product, and other cross functional departments developing digital communications for Loopio’s customers

• Create standardized, personalized communications for customers based on time-based, action-based, or value-driven triggers, with the purpose of driving adoption and reducing churn 

• Monitor customer health, usage trends, and engagement metrics to ensure each customer is driving adoption within the Loopio platform

• Partner closely with other teams within the CS at Scale Department (Adoption Services, Renewals, Education) to iterate on the Digital Customer Journey

• Partner with Customer Enablement Managers to ensure a seamless transition from onboarding to our nurture phase

• Monitor key product metrics and our Customer Health Score framework to understand customer usage and adoption of Loopio and predict customer behaviour

• Work with our Customer Success software Gainsight to build engaging “success plays”, email templates, and meeting frameworks to help streamline Customer Success activities

• Provide value-add services to customers as requested that support the adoption of Loopio and the customer’s ROI, including webinars, in-app guides, and other digital strategies

• Net result is driving amazing outcomes for our customers that will then positively impact the business performance of Loopio through renewals and customer growth

What You’ll Bring to the Team: 

• Impeccable written and oral communication skills; you’ll be communicating with our customers, after all!

• Highly organized; your calendar reminders have calendar reminders

• A master of project management where deadlines are set, met and key stakeholders are kept up-to-date

• You are naturally curious and always seeking to understand the 'why' of the problems you are solving for your customers

• 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 and can easily identify trends and recommend engagement strategies to address performance metrics

• At least one year of experience in Customer Success, customer service, or customer marketing

• Experience in SaaS 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 🇨🇦 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!

• 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!

Why You’ll ♥️ 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 1️⃣ with Loopio.

• We’ll 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.  

• You’ll 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. 

• You’ll 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 don’t apply for a position simply because they don’t hit every single criteria included in the job description—particularly 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 we've created prompts in the application for you to share more about yourself. If you've made a career transition (or a few!), you’re self taught in a new role, or you have skills/experience you’d 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, 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 ([email protected]) should you require accommodations at any point during our virtual interview processes.