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Scaled Customer Success Manager



This job is no longer accepting applications

See open jobs at Loopio.
Customer Service, Sales & Business Development
Toronto, ON, Canada
Posted on Thursday, December 21, 2023
Loopio is a workplace that unleashes learning & growth opportunities for our Loopers. We provide autonomous, challenging work that allows each employee to master their craft. We attract and retain people who are naturally curious, have grit and are eager to grow and build their careers. At Loopio, we genuinely support each other, because true success comes from working as #oneteam.
Loopio is looking for a relationship-focused, outcomes-oriented individual who wants to join our innovative Scaled Customer Success team! In this role, you will contribute to Loopio’s digital strategy and collaborate with the wider Customer Success team on initiatives. You’ll also join a company, with endless opportunities to accelerate your career! Are you ready for your next adventure?

What You'll Be Doing

  • Working as a part of the Scaled Customer Success team within Loopio’s Customer Success at Scale department, focused on helping customers win in their response management efforts through a digital-led customer journey
  • Working closely with Loopio’s Customer Experience Leaders, Product, and Marketing developing digital communications for Loopio’s customers
  • Create standardized, personalized communications for customers based on time-based, action-based, or value-driven triggers, with the purpose of driving adoption and reducing churn
  • Monitor customer health, usage trends, and engagement metrics to ensure each customer is driving adoption within the Loopio platform
  • Partner closely with other teams within the CS at Scale Department (Adoption Services, Renewals, Education) to iterate on the Digital Customer Journey
  • Partner with Customer Enablement Managers to ensure a seamless transition from onboarding to our nurture phase
  • Monitor key product metrics and our Customer Health Score framework to understand customer usage and adoption of Loopio and predict customer behaviour
  • Work with our Customer Success software Gainsight to build engaging “success plays”, email templates, and meeting frameworks to help streamline Customer Success activities
  • Provide value-add services to customers as requested that support the adoption of Loopio and the customer’s ROI, including webinars, in-app guides, and other digital strategies.
  • Net result is driving amazing outcomes for our customers that will then positively impact the business performance of Loopio through renewals and customer growth

What You'll Bring to the Team

  • Impeccable written and oral communication skills; you’ll be communicating with our customers, after all!
  • Highly organized; your calendar reminders have calendar reminders
  • A master of project management where deadlines are set, met and key stakeholders are kept up-to-date
  • You are naturally curious and always seeking to understand the 'why' of the problems you are solving for your customers
  • Superb relationship building skills, with a proven ability to cultivate deep and meaningful relationships with your teams and clients
  • Extremely analytical; you leverage data in all of your decision making
  • Highly organized; your calendar reminders have calendar reminders
  • At least one year of experience in Customer Success, customer service, or customer marketing
  • Experience in SaaS is a huge plus!

Where You'll Work

  • Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We have two Hub Regions, which means that employees live and work within a 300 KM radius of Toronto (within Ontario) or Vancouver (within British Columbia) and work within regular business hours in their timezone.
  • Loopio’s office headquarters are located in Toronto’s vibrant Kensington Market. All Loopers have the option to work from home. Ontario Loopers have the option to work in the Toronto HQ and BC Loopers may work from our co-working office in Gastown Vancouver. It is whatever works best for you!
  • You’ll collaborate with your teams virtually (we’re just a Zoom call away!) and have established core sync hours and focus time during the workday to enable us to work smarter together

Why You'll Love Working at Loopio

  • Your manager supports your development by providing ongoing feedback and regular 1-on-1s
  • You have tons of autonomy and responsibility: this role provides an opportunity to try new things and push creative boundaries
  • You’ll learn more than you thought was possible; our team is obsessed with personal and professional growth (every Looper receives a professional mastery allowance each year)
  • You’ll be set up to work remotely with a MacBook laptop, a monthly phone and internet allowance, and a work-from-home budget to help get your home office all set up!
  • Join us in regular company socials, AMA (Ask-Me-Anything), and quarterly kick-off to celebrate the big wins and milestones as #oneteam!
  • You’ll be joining a culture that has thoughtfully built out opportunities for connections in a remote first environment.
  • We have Employee Resource Groups, House Teams (curious? ask us about it!), virtual yoga, cooking classes and many more moments for us to have fun and learn together!
  • You’ll be a part of an award-winning workplace and one of Canada’s fastest growing companies with ample opportunity to make a big impact here!
We recognize that all too often, potential candidates don’t apply for a position simply because they don’t hit every single criteria included in the job description—particularly members of underrepresented groups.
Whether or not your experience checks off all the boxes on a job posting, we still encourage you to apply to ensure that your application receives a review from our team. We understand that a resume can only showcase so much during the applicant stage, so we've created prompts in the application for you to share more about yourself. If you've made a career transition (or a few!), you’re self taught in a new role, or you have skills/experience you’d like to highlight, we want to hear more about what you could bring to the table.
Loopio is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. We actively encourage candidates from all backgrounds and lifestyles to consider us as a future employer. Please contact a member of our Talent Experience team ( should you require accommodations at any point during our virtual interview processes.

This job is no longer accepting applications

See open jobs at Loopio.