Customer Success Manager

Loop AI•New York City, NY

23d

About The Position

About Loop AI Loop is a fully automated delivery intelligence platform for modern food brands that helps restaurants become more profitable. We address issues by automating back-office operations, providing financial transparency, and streamlining reconciliation processes. About the Role We’re looking for a Customer Success Manager (CSM) who thrives on building strategic relationships, ensuring customer adoption, and driving long-term value. As a CSM at LoopAI, you’ll be the main point of contact for a portfolio of restaurant brands—owning the customer journey from onboarding to renewal. This role blends consultative account management with product expertise and operational rigor. You’ll work cross-functionally with Product, Sales, Engineering, and Ops to deliver value to customers while advocating for their needs internally. We're looking for someone who brings a high degree of ownership and accountability, moves with urgency, and operates with autonomy in a fast-paced, startup environment.

Requirements

3–5+ years of experience in Customer Success, Account Management, or a similar client-facing role at a SaaS company
Strong understanding of SaaS onboarding, implementation, and adoption strategies
Excellent communication and relationship-building skills—you can shift seamlessly between strategic and tactical conversations
Operates with a high sense of ownership, accountability, and initiative in a fast-paced environment
Highly organized, with a strong follow-up discipline and attention to detail
Comfortable managing multiple accounts with competing priorities
Passionate about learning new products and driving customer outcomes through consultative conversations
Experience in cross-functional environments, particularly collaborating with Product, Engineering, and Sales

Nice To Haves

Experience working with restaurant brands or in the hospitality technology space

Responsibilities

Own the full customer journey across a portfolio of restaurant brands—from onboarding through renewal
Coordinate onboarding by aligning internal teams and managing timelines, ensuring a smooth handoff from Sales and successful implementation of LoopAI’s platform
Guide adoption of LoopAI’s modules with personalized support, best practices, and proactive engagement
Lead strategic check-ins and QBRs to review progress, align on goals, and identify opportunities for deeper value
Manage expansion opportunities , including renewals and upsells, in partnership with Sales & Product
Serve as a product expert , providing consultative guidance that helps customers drive measurable outcomes
Communicate confidently with stakeholders across all levels—from operators to C-suite
Proactively manage expectations , align stakeholders, and ensure timely delivery on key milestones
Collaborate cross-functionally with Product, Engineering, and Ops to influence roadmap and drive customer impact
Track and act on account health indicators to mitigate risk and surface growth opportunities
Maintain detailed internal documentation to support transparency and alignment across teams
Take initiative to unblock issues , push projects forward, and ensure nothing falls through the cracks