Customer Success Manager

About Loop

Loop is a fast-growing FinTech high growth startup that enables businesses to seamlessly manage money around the world so our clients can access more markets, accelerate their growth and simplify their operations with the only truly cross-border banking platform. Loop is enabling the next generation of businesses to thrive around the world and we are looking for ambitious people to join our mission.

About The Role 

Hi, I'm Cato, CEO and Co-Founder of Loop and I am hiring a Customer Success Manager. This role is an onsite position at our downtown Toronto office.

Where You Come In

This is a pivotal role in ensuring the success and satisfaction of Loop’s customers. In this role, you will be responsible for building strong relationships with our customers, understanding their needs, and guiding them to achieve their goals through their usage of the Loop platform. For existing customers, you’ll help them to maximize the value they get out of using Loop while for new customers you’ll be involved in every touchpoint from sign up to onboarding through to using the product.

As a key advocate for our customers, you will collaborate closely with internal teams to address customer inquiries, resolve issues, and drive product improvements. You’ll closely work with our business development and operations teams to ensure new and existing customers have a world class experience with Loop.

What You'll Be Doing

  • Serve as the primary point of contact for a designated portfolio of customers, fostering strong relationships and ensuring high levels of customer satisfaction.

  • Own key KPIs such as conversion, retention, churn rate, and upsells

  • Help create initiatives to drive customer adoption of Loop’s different products 

  • Manage the onboarding process and provide customer training and onboarding support for new clients that sign up to Loop through our BD channels

  • Communicate new feature releases to existing customers and materials to help them use them

  • Provide proactive support and guidance to customers throughout their lifecycle, including onboarding, training, and ongoing account management.

  • Collaborate cross-functionally with product and operations teams to address customer needs, resolve issues, and advocate for product enhancements.

  • Work closely with the sales team to understand usage patterns to identify opportunities for maximizing value.

  • Monitor customer health metrics and proactively intervene to prevent churn, upsell additional products, and drive expansion opportunities.

  • Develop and maintain a deep understanding of our products and industry trends to effectively communicate value propositions and best practices to customers.

  • Gather customer feedback and insights to inform product roadmap and prioritize feature development.

  • Track and report on key customer success metrics, including adoption, usage, satisfaction, and retention rates.

What We're Looking For

  • 2+ years of experience in customer success, account management, or a related role, preferably in the Fintech or financial services industry.

  • Proven track record of building strong relationships with customers and driving customer success initiatives.

  • Excellent communication and presentation skills, with the ability to articulate complex concepts to both technical and non-technical audiences.

  • Strong problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.

  • Experience working with CRM software (we use Salesforce), customer success platforms, and data analytics tools is a plus.

  • You have the ability to understand incomplete, conflicting, or ambiguous problems and turn them into solutions

  • You enjoy pushing things forward under pressure and have the tenacity to manage a large workload

It's a Bonus if You Have

  • Experience in Tech, even better in FinTech

  • Experience working with small teams, particularly at start-ups*

People You'll Be Working With

Sebastian Nordström, Head of Partnerships 

Claire Burget, Account Executive

Merveille Mukoko, Account Executive

What's in it for you?

  • Opportunity to join the sales team in a high-growth fintech startup.

  • Strong support from the Loop team to help achieve your targets.

  • Chance to work in an energetic, fast-paced, and collaborative startup culture.

What we offer

  • Salary range CAD$65,000-90,000 base annual, commensurate with experience

  • Quarterly performance based bonus

  • Equity ranging 0.01-0.1%

  • 3 weeks vacation 

  • Enrollment in group's health benefits after probation period 

Interview Process

  • 30 minutes video call to discuss the opportunity and the organization with Sarah, Chief of Staff

  • 60 minutes in person meeting with 2 team members

  • Take home assignment

  • 60 minutes in person meeting with Cato, CEO and Co-Founder

  • Background check and offer

How to Apply

To apply for this position, please click apply and submit along with your resume and a brief paragraph about yourself and why you would be the ideal fit for this role.

Loop is committed to creating a diverse culture. We encourage you to apply regardless of who you are or where you came from - what matters is the journey ahead. Put simply, if you’re unsure about your qualifications for this position, we’d still encourage you to apply!

Business Development

Toronto, Canada

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