Scaled Customer Success Manager

Take your career to new heights with Loopio!

Loopio is looking for a client-facing, relationship-focused, outcomes-oriented individual 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?

Note: This is an existing vacancy on the team

What You’ll Be Doing

• Working as part of the Scaled/Digital 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
• Getting in front of the customer to gather feedback, understand their needs, and provide guidance on product adoption.
• Working closely with Loopio’s Customer Experience Leaders, Product, and other cross-functional departments 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
• The 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!
• You are naturally curious and always seeking to understand the 'why' of the problems you are solving for your customers
• 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
• Demonstrated ability to drive high-volume engagements and manage a large book of business effectively
• 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 and can easily identify trends and recommend engagement strategies to address performance metrics
• 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 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), US, India (specifically in Gujarat, Maharashtra, and Bengaluru), and London.
• 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 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.
• We’ll give you a Claude account to experiment with, automate your routine tasks, and build tools so you can work smarter every day.
• 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 company celebrations to celebrate the big wins and milestones as #oneteam!
• Our four 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

AI Usage in Interviews

The Loopio interview process is designed to help us better understand your professional experiences, as well as your unique perspective and approach to delivery and collaboration. To ensure a fair and accurate assessment, we expect candidates to refrain from using AI-generated content to produce responses to our interview questions during the live interview, as our goal is to evaluate your own knowledge and problem-solving abilities - not those of an AI assistant. If AI-generated responses are identified during the interview, Loopio reserves the right to disqualify candidates from the interview process.

For specific roles that include a take-home assignment, our AI Interviewee Policy allows the use of AI for initial support; however, the final submission must be a true reflection of your personal insights, skills and decision-making.

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 (View email address on apply.j-vers.com) should you require accommodations at any point during our virtual interview processes.

Compensation Range: CA$70K - CA$85K