Scaled Customer Success Manager

Loopio

7d • Remote

About The Position

Loopio is seeking a client-facing, relationship-focused, outcomes-oriented individual to join its Scaled Customer Success team. The role contributes to Loopio’s digital strategy and collaborates with the wider Customer Success team. As part of the Scaled/Digital Customer Success team within the Customer Success at Scale department, the position helps customers succeed in their response management efforts through a digital-led customer journey. The work focuses on customer feedback, product adoption, engagement, and customer outcomes that support renewals and growth.

The role partners with Customer Experience Leaders, Product, and cross-functional teams to develop personalized digital communications and improve the customer journey. It monitors customer health, usage, engagement, and adoption metrics; uses Gainsight to streamline Customer Success activities; and delivers value-add digital services such as webinars and in-app guides. The position also works with teams across Adoption Services, Renewals, Education, and Customer Enablement to support customers from onboarding through ongoing engagement.

Loopio is a remote-first workplace. Employees work across Canada (British Columbia and Ontario), the US, India (Gujarat, Maharashtra, and Bengaluru), and London. The role involves virtual collaboration across the UK, India, and North America, with core sync hours, focus time, and asynchronous collaboration. Employees in Ontario and British Columbia may use available co-working spaces in Toronto or Vancouver.

Loopio provides ongoing manager feedback and regular one-on-ones, a professional mastery allowance, health and wellness benefits starting on the first day, and remote-work equipment and support including a MacBook, monthly phone and internet subsidy, and a work-from-home budget. Employees also receive a Claude account and opportunities to connect through company events and four Employee Resource Groups.

Requirements

• Impeccable written and oral communication skills.
• Natural curiosity and a desire to understand the reasons behind customer problems.
• Strong organizational skills.
• Project management ability, including meeting deadlines and keeping stakeholders informed.
• Demonstrated ability to drive high-volume engagements and effectively manage a large book of business.
• Strong relationship-building skills and the ability to develop meaningful relationships with teams and clients.
• Strong analytical skills, including using data to make decisions, identifying trends, and recommending engagement strategies.
• At least one year of experience in Customer Success, customer service, or customer marketing.

Nice To Haves

• Experience in SaaS.

Responsibilities

• Contribute to Loopio’s digital strategy and collaborate with the wider Customer Success team.
• Help customers with response management through a digital-led customer journey.
• Engage customers to gather feedback, understand their needs, and provide product-adoption guidance.
• Work with Customer Experience Leaders, Product, and cross-functional departments to develop digital customer communications.
• Create standardized, personalized communications triggered by time, customer actions, or value to drive adoption and reduce churn.
• Monitor customer health, usage trends, and engagement metrics to support adoption of the Loopio platform.
• Partner with Adoption Services, Renewals, and Education teams to iterate on the Digital Customer Journey.
• Partner with Customer Enablement Managers to support a seamless transition from onboarding to the nurture phase.
• Monitor product metrics and the Customer Health Score framework to understand usage and adoption and predict customer behavior.
• Use Gainsight to build success plays, email templates, and meeting frameworks that streamline Customer Success activities.
• Provide requested value-add services that support Loopio adoption and customer ROI, including webinars, in-app guides, and other digital strategies.
• Drive customer outcomes that positively affect Loopio’s business performance through renewals and customer growth.

Benefits

• Professional mastery allowance for learning support.
• Health and wellness benefits supporting physical and mental well-being, starting on the first day.
• MacBook laptop for remote work.
• Monthly phone and internet subsidy.
• Work-from-home budget for setting up a home office.
• Claude account.
• Opportunities to participate in town halls, AMAs, and company celebrations.
• Four Employee Resource Groups that provide year-round opportunities to learn and connect.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed