Customer Success Manager — Voice AI for Ecommerce

Every channel in ecommerce has a king. Voice doesn’t. Yet.

Klaviyo owned email. Postscript owned SMS. Both became category-defining companies by taking one

channel and running it better than anyone on earth.

Voice is the last great untapped channel in commerce — the most human, most persuasive way a brand

can reach a customer — and nobody owns it. We intend to.

Loop Voice builds best-in-class AI voice agents for Shopify brands: agents that recover abandoned

checkouts, win back lapsed customers, confirm orders, and answer the phone at 2 a.m. — and sound so

good doing it that shoppers say “thank you” before they hang up.

We’re hiring a Customer Success Manager to help us make the best brands in ecommerce even better. Not

a ticket-closer. Not a check-in-call scheduler. An owner.

First — why Loop Voice? We asked the team. Here’s what they said.

• “You’re working on the frontier.” AI agents that hold real, natural phone conversations barely

existed two years ago. Here, you don’t read about the future of commerce — you listen to it, live,

every day.

• “The speed is addictive.” A customer insight on Monday is a script change by Wednesday and a

better conversion number by Friday. No committees. No quarterly roadmap theater.

• “You own your work and your hours.” We don’t believe in clocking in and clocking out. This is not a

nine-to-five — it’s a mission you can push as fast and as hard as you’re capable of. The people who

thrive here wouldn’t have it any other way.

• “Your growth compounds.” You’ll build rare, in-demand expertise at the intersection of

conversational AI and ecommerce — years before most people get anywhere near it.

• “Zero corporate nonsense.” Small team, sincere candor, no politics. The best idea wins, even when it

stings.

The role

You’ll own our client relationships end to end — from the first onboarding call through renewal and

expansion — and you’ll be the reason merchants tell their friends about us.

We want a CSM so driven to make customers successful that they take personal pride in every account.

The kind of person who listens to calls the moment an agent goes live. Who hears the half-second pause

where a shopper lost interest — and rewrites the script that afternoon. Who tunes the flow, tightens the

follow-up SMS, then refreshes the dashboard to watch the conversion number move. Who knows, in their

bones, what a great phone conversation sounds like: the pacing, the warmth, the exact moment to ask for

the sale.

What you’ll actually do:

• Own a portfolio of fast-growing Shopify brands from day one through renewal, expansion, and beyond

• Listen relentlessly: review call recordings the moment agents go live, catch where they underperform, and fix it fast

• Optimize scripts, conversation flows, and follow-ups hand in hand with our team — then prove the lift with data

• Spot patterns across accounts: if a certain type of call keeps going sideways, you see it first and you kill it

• Be the voice of the customer inside Loop Voice, turning what you hear into product improvements that actually ship

• Help write our customer success playbook itself — you’re early, and the way we do CS will carry your fingerprints

What winning looks like

No vague stuff. You’ll know you’re succeeding when:

• Your brands go live in days, not weeks — and see results inside their first month

• Agent performance climbs month over month on your accounts — more calls connected, more checkouts recovered, fewer drop-offs — because you kept turning the screws

• Renewals feel like formalities, because the value has been obvious all year

• Expansion comes from merchants asking for more — not from you pushing

• The product roadmap visibly carries the evidence you brought in

• Merchants name-drop you when they refer other brands to us

Who we’re looking for

• Proven SaaS customer success experience with SME to mid-market accounts — you’ve owned a book of business, carried renewal and expansion goals, and hit them

• Hands-on experience working with Shopify stores — you speak fluent merchant: AOV, LTV, abandoned checkout, repeat rate

• A sharp, trained ear for conversation — you can tell exactly why a call worked or didn’t, and put it into words

• Comfort deep in call data — transcripts, connection rates, conversion funnels — and confidence drawing conclusions from it

• High energy and competitive greatness — you play to win, and you hate losing an account more than almost anything

• Sincere candor — you say the true thing, kindly and fast, to customers and teammates alike

• A self-starter who doesn’t need heavy oversight — you see what needs doing, and you do it

Bonus points for:

• Background in voice, call-center QA, or conversational AI

• Experience with CRM or customer success platforms

• A track record of influencing product roadmap with customer evidence

Where and how we work

We’re remote today. Early next year we’re opening our office in the Los Angeles area and building an in-person team there — we believe the best companies are built shoulder to shoulder. You should be in LA, or excited to get there.

And how we work: fast. Bold ideas, and the freedom to execute them — that’s our formula. We don’t measure hours; we measure outcomes. If you want a place to hide, this isn’t it. If you want a place to run, welcome home.

The sound of what’s next

This position will be filled immediately for the right candidate — we move at the same speed we expect from you.

If you read this and felt your pulse pick up: apply now, and tell us about a customer you made wildly successful — and exactly how you did it.

And if this role isn’t for you but you know the person it was written for — send it to them. They’ll thank you.

Loop Voice — the sound of what’s next in commerce.