Customer Success Manager (Mid-Market)

Loop AI is seeking a Customer Success Manager to own outcomes for mid-market customers post-sale. This role partners closely with Implementation during onboarding and takes full ownership of the customer relationship through adoption, renewal, and growth.

You will act as the quarterback for your accounts, coordinating cross-functional expertise and ensuring customers experience Loop as one cohesive partner while contributing to the evolution of our Customer Success operating model.

• Own post-sale customer relationships from implementation handoff through renewal.
• Partner with Implementation to ensure strong kickoff, alignment on goals, and successful go-live.
• Develop deep fluency in Loop’s product and guide customers on best practices and effective usage.
• Lead regular customer check-ins focused on value realization and optimization.
• Identify and mitigate risk early, ensuring renewals are proactive and predictable.
• Coordinate collaboration with Product, RevOps, and other SMEs, owning communication and follow-through.
• Share insights, patterns, and feedback to improve CS playbooks, enablement, and lifecycle processes.

• 3–6 years of experience in Customer Success or Account Management in SaaS.
• Experience owning renewals and driving customer outcomes.
• Strong judgment and comfort operating in evolving environments.
• Clear communicator who values transparency and shared ownership.
• Builder mentality with a team-first approach.
• Hospitality or customer-first background is a plus.