Take your career to new heights with Loopio! đâ¨
Loopio is looking for an experienced, relationship-focused, data-oriented individual who wants to take their career in Customer Success to the next level! In this role, you will own a handful of our largest accounts that are top global brands, deliver an unparalleled customer journey focused on driving value and develop deep-level relationships that will maximize our land and expand potential with these accounts. Youâll also be joining a rapid-growth company with endless opportunities to accelerate your career! Are you ready for your next adventure?
Note: This is an existing vacancy on the team
What Youâll Be Doing
Working with approximately 10-15 of our largest customers that have huge growth potential
Account mapping and planning of your customers in partnership with the Sales & Account Management teams
Owning outcomes across a portfolio of Loopioâs most strategic Enterprise customers, including renewal strategy in partnership with AM, retention risk management, and expansion growth
Build and maintain senior-level relationships and multi-threaded engagement across champions, economic buyers, and key stakeholders
Provide a high level of service and curiosity that allows our customers to maximize their success
Develop creative strategies to increase customer engagement, drive growth, broaden relationships within each customer account, and produce Loopio advocates
Research and implement new elements to our customer journey for our largest Enterprise organizations
Build engaging âsuccess playsâ, email templates, and meeting frameworks to help support the growth and success of your accounts
Translate customer needs into structured product feedback (business case, impact, frequency, priority)
Drive internal alignment for escalations and strategic initiatives
Distill and present insights to our internal teams, including our Senior Leadership Team, on key learnings from working closely with our largest Enterprise organizations
Your ultimate success will be measured by the retention and adoption of your customer base, with contributions to uncovering qualified expansion opportunities
What Youâll Bring to the Team
5+ years of Senior Account Management or Senior Customer Success experience with large Enterprise accounts
Impeccable written and oral communication skills; youâre talking to our customers, after all!
Masterful relationship-building skills; people find it really hard not to like you
Proven experience leveraging AI to scale your CS impact internally and externally
Lead and deliver Executive-level Business Reviews with clear ROI, adoption insights, and growth plan
Build multi-year account plans aligned to customer initiatives and Loopio growth goals
Identify + mitigate churn risk using structured risk frameworks (health scoring, risk plays, stakeholder mapping) and contribute to continuous process improvements
Operate as the quarterback across Sales, Support, Product, Implementation, and Leadership for strategic accounts
Sales-focused, you love having growth & expansion discussions with your customers just as much as a salesperson
Proven ability to navigate challenging technical conversations while appropriately setting realistic expectations
Innately curious, always asking thoughtful questions and uncovering new opportunities
Extremely analytical; you leverage data in all of your decision-making
Highly organized; your calendar reminders have calendar reminders
Results-oriented; you always have your next goal in mind, and a plan to get there
Highly strategic; you like to understand the big picture, and new ways to drive forward high-level organizational goals
Experience writing sales proposals or responding to RFPs is a huge plus
Demonstrated CS thought-leadership, and seen as an inspiring leader by your peers
You see challenges as opportunities- when the going gets tough, you lean in and thrive!
Where Youâll Work đ
Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQâd in Canada, with established hub regions around the world where we hire from.
Our employees (or Loopers, as we call ourselves!) live and work in đ¨đŚ Canada (British Columbia and Ontario), đŹđ§ London, and đŽđł India (specifically in Gujarat, Maharashtra, and Bengaluru).
The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC).Â
We offer flexible co-working locations available to Loopers in ON and BC. Those based in ON have the option of working out of our convenient co-working space located in the heart of Downtown Toronto and a 12-minute walk from Union Station. BC Loopers have the option to work centrally in Vancouver. It is whatever works best for you!
Youâll collaborate with your teams virtually across the UK, India, and North America (weâre just a Zoom call and Slack message away!) with core sync hours and focus time for headsdown work đđž during the workday
We encourage asynchronous collaboration to effectively work as a global #OneTeam!
Why Youâll âĽď¸ Working at Loopio
Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Latticefor our 1:1s and performance conversations Â
You will have the opportunity to elevate đŞ your craft and the opportunity to explore your creativity, with a dedicated professional mastery allowance for more learning support! We encourage experimentation and innovative thinking to drive business impact.
We offer a wide range of health and wellness benefitsto support your physical and mental well-being, starting day 1ď¸âŁ with Loopio.
Weâll set you up to work remotely with a MacBook laptop đ, a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up. Â
Youâll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment.
Participate in đ¤ townhalls, AMA (Ask-Me-Anything), and quarterly celebrations to celebrate the big wins and milestones as #oneteam!
Our four activeEmployee Resource Groupsoffer opportunities for employees to learn and connect year-round.Â
Youâll be a part of an award-winning workplace đwith an opportunity to make a big impact on the business.
Questioning your qualifications? Read this âźď¸ Hi there, we recognize that all too often, potential candidates donât apply for a position simply because they donât hit every single criteria included in the job descriptionâparticularly members of underrepresented groups.Â
Whether or not your experience â
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!), youâre self taught in a new role, or you have skills/experience youâd like to highlight, we want to hear more about what you could bring to the table.
AI in Recruitment đŠđťâđť At Loopio, we leverage artificial intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening, drafting preliminary job descriptions, generating initial interview questions, transcription and occasionally sourcing prospective candidates. However, AI is never used to make final hiring decisions; our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. We are committed to the responsible use of AI in our hiring practices, prioritizing both an improved candidate experience and operational efficiency. Our standardized hiring practices remain focused on reducing biases, with all key hiring decisions solely made by our team. We continuously review and refine our hiring practices to align with industry best practices and evolving legal guidelines
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 (work@loopio.com) should you require accommodations at any point during our virtual interview processes.
