Customer Success Manager (Mid Market)

📋 Description

• • As a Customer Success Manager (Mid Market) at Loopio, you will be instrumental in nurturing and growing our valued mid-market customer base, ensuring they achieve maximum value from our innovative platform.
• • Your primary focus will be on building and maintaining strong, meaningful relationships with a portfolio of assigned Loopio customers. This involves proactive and engaging communication through various channels, including email, phone calls, and potentially in-person meetings, to foster a deep understanding of their business objectives and how Loopio can help them succeed.
• • You will act as a trusted advisor, partnering closely with customers to develop bespoke success plans that align with their long-term strategic goals and are guided by Loopio's established Customer Journeys. This requires a strategic mindset and the ability to translate customer needs into actionable plans.
• • A key aspect of your role will be to develop and implement creative strategies aimed at increasing customer adoption of Loopio's features and functionalities. By understanding user behavior and identifying opportunities for deeper engagement, you will drive greater value realization for our clients.
• • You will play a crucial role in cultivating a community of Loopio advocates. By consistently delivering exceptional customer experiences and demonstrating the value of our solution, you will encourage customers to share their positive experiences through case studies, testimonials, and other forms of advocacy.
• • Collaboration is central to this role. You will work hand-in-hand with our dedicated Customer Enablement Manager to ensure a seamless and positive transition for new customers from the onboarding phase into the ongoing nurture and success phase, setting them up for long-term success.
• • You will also partner closely with our Account Management team to identify opportunities for customer growth and to proactively mitigate churn risks. This requires a keen understanding of customer health and a strategic approach to retention and expansion.
• • A significant part of your responsibility will involve managing and analyzing key metrics that contribute to overarching team goals. These metrics will focus on critical areas such as customer adoption, retention rates, revenue growth, and advocacy levels, providing data-driven insights into customer success.
• • You will be expected to measure and actively action insights derived from adoption data, utilizing our Customer Health Score framework to identify at-risk accounts and opportunities for proactive intervention.
• • To ensure Loopio's product evolves in line with customer needs, you will act as a conduit for customer insights and feedback, working closely with our Product Teams. You will champion customer stories and perspectives to inform product development and strategy.
• • You will contribute to Loopio's knowledge base and marketing efforts by sharing compelling customer success stories. This may involve contributing to case studies, blog posts, and internal communications, highlighting the impact of Loopio on our clients' businesses.
• • Ensuring a cohesive and exceptional customer experience across all touchpoints is paramount. You will collaborate effectively with our Support & Services Teams to maintain alignment and deliver a unified, high-quality Loopio experience for every customer.
• • This role offers a unique opportunity to join a rapidly growing SaaS company with a strong emphasis on customer-centricity and professional development. You will be part of a dynamic team that values collaboration, innovation, and a data-driven approach to customer success, with ample opportunities to accelerate your career.