Senior Customer Success Manager

Responsibilities

Manage a portfolio of strategic global accounts to drive retention, expansion, and long-term partnership value. Act as a trusted advisor to executive stakeholders while leading cross-functional engagements to ensure measurable ROI.

Requirements

Requires 6+ years of experience in Customer Success, Account Management, or related fields, preferably in logistics, supply chain, or B2B SaaS. Candidates must demonstrate a proven track record of managing enterprise accounts and possess strong executive presence.

Skills

• Customer success
• Account management
• Strategic planning
• Relationship management
• Data analysis
• Executive communication
• Cross-functional collaboration
• Renewal management
• Upselling
• Project management
• Problem solving
• Logistics
• Supply chain management
• B2B SaaS
• Executive business reviews

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) match
• Paid time off
• Paid holidays
• Parental leave
• Performance bonus
• Growth incentive pay
• Equity

About this role

About the Role
As a Senior CSM at Loop, you will own a portfolio of our most strategic, global customers— you’ll be responsible for retention, expansion, and long-term partnership value.
This is a highly autonomous role. You’ll act as a trusted advisor to executive stakeholders, lead complex cross-functional engagements, and ensure customers realize measurable ROI from Loop across their supply chain.
This is an in-person role based in Chicago/NYC/SF, with the expectation of being in the office 4+ days per week.
What You'll Do
Own a portfolio of enterprise and global accounts, managing complex orgs and stakeholders
Drive renewals and expansion, including identifying, building, and closing upsell opportunities in partnership with Sales
Build relationships with senior stakeholders (Director → C-suite) and act as a strategic advisor
Lead Executive Business Reviews (EBRs) focused on ROI, insights, and clear recommendations
Translate data into actionable insights that drive cost savings and operational improvements
Partner cross-functionally with Product, Engineering, Ops, and Sales to deliver customer outcomes
Advocate for customers and influence product direction based on enterprise needs
Proactively identify risks, gaps, and opportunities across accounts and drive action
About You
6+ years of relevant Customer Success, Account Management, or similar roles (logistics/supply chain, B2B SaaS, or payments preferred)
Proven track record owning renewals and driving expansion (clear examples required)
Experience managing enterprise and/or global accounts with complex stakeholders
Strong executive presence and ability to influence senior leaders
Highly autonomous — able to prioritize, problem-solve, and drive outcomes independently
Analytical and data-driven, with the ability to translate insights into business value
Excellent communication skills — clear, concise, and executive-ready
Bias for action and comfort operating in ambiguity
Compensation and Benefits
The base pay range for this role is $130,000 to $165,000 annually, with location-specific target compensation of up to $150,000 in Chicago, and $165,000 in New York and San Francisco. This range reflects the base pay that Loop reasonably expects to pay for the position at the time of hire. Actual compensation will depend on job-related factors, including experience, skills, qualifications, location, and business needs.
In addition to base salary, this role may be eligible for an annual performance bonus, growth incentive pay (commission), and equity. This role is also eligible for Loop's benefits, including health, dental, and vision insurance, 401(k) match, paid time off, paid holidays, and parental leave.
Equal Opportunity
Loop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

About Loop

Software Development · 201-500 employees · headquartered in San Francisco, CA