Principal Customer Success Manager (Enterprise)

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. You’ll 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 You’ll 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 Loopio’s 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 “success plays”, 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 You’ll 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; you’re 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 You’ll Work 📍

• Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ’d 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 🇨🇦 Canada (British Columbia and Ontario), 🇬🇧 London, and 🇮🇳 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). 

• 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!

• You’ll collaborate with your teams virtually across the UK, India, and North America (we’re just a Zoom call and Slack message away!) with core sync hours and focus time for headsdown work 🙇🏾 during the workday

• We encourage asynchronous collaboration to effectively work as a global #OneTeam!

Why You’ll ♥️ Working at Loopio

• Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Lattice for our 1:1s and performance conversations  

• You will have the opportunity to elevate 🪄 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 benefits to support your physical and mental well-being, starting day 1️⃣ with Loopio.

• We’ll set you up to work remotely with a MacBook laptop 🍏, a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up.  

• You’ll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment.

• Participate in 🎤 townhalls, AMA (Ask-Me-Anything), and quarterly celebrations to celebrate the big wins and milestones as #oneteam!

• Our four active Employee Resource Groups offer opportunities for employees to learn and connect year-round. 

• You’ll be a part of an award-winning workplace 🏆with an opportunity to make a big impact on the business.

Questioning your qualifications? Read this ‼️ Hi there, 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.

AI in Recruitment 👩🏻‍💻 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 ([email protected]) should you require accommodations at any point during our virtual interview processes.