What are the responsibilities and job description for the CUSTOMER SUCCESS MANAGER position at Loop?
About Loop
Loop is on a mission to unlock profits trapped in the supply chain and lower costs for consumers. Bad data and inefficient workflows create friction that limits working capital and raises costs for every supply chain stakeholder.
Loop's modern audit and pay platform uses our domain-driven AI to harness the complexity of supply chain data and documentation. We improve transportation spend visibility so companies can control their costs and power profit. That is why industry leaders like J.P. Morgan Chase, ABB, Estee Lauder, and Loadsmart work with Loop.
Our investors include J.P. Morgan, Index Ventures, Founders Fund, 8VC, Flexport, and 50 industry-leading angel investors. Our team brings subject matter expertise from companies like Uber, Google, Flexport, Meta, Samsara, Intuit, Rakuten, and long-standing industry leaders like C.H. Robinson.
About the Role
We're looking for a Customer Success Manager with a customer-centric mindset to help clients maximize the value of Loop within their supply chain. You'll be a trusted advisor who proactively supports clients with strategic insights and ongoing support through on-site meetings, phone and email.
In this role, you'll be responsible for renewals and identifying opportunities for upsells in partnership with Sales. You'll lead Executive Business Reviews (EBRs), delivering actionable insights and strategic recommendations. Additionally, you'll play a key role in gathering customer feedback to improve our products and enhance customer experience and retention.
Key Responsibilities
- Ensure customers maximize value from Loop through data-driven insights, product adoption, and overall satisfaction
- Analyze customer data in partnership with Strategy & Ops to provide strategic recommendations that optimize freight audit and payment processes
- Lead Executive Business Reviews (EBRs) and regular check-ins, delivering actionable insights to drive efficiency and cost savings
- Identify expansion opportunities and develop account plans to ensure customer retention and growth
- Serve as a trusted advisor, helping customers capture more cost savings and increase ROI
- Advocate for customers by sharing feedback with Product, Engineering, and Operations to enhance platform functionality
- Support customers in managing billing disputes, claims, and payment exceptions, ensuring seamless financial operations
- Proactively identify process improvements that increase customer efficiency and product value
- Collaborate with cross-functional teams-including Sales, Product, Marketing, and Engineering-to communicate product capabilities and customer needs effectively
- This is an in-office role based in our Chicago office
About You
Benefits & Perks
