About Loop AI:
Loop AI, a fast-growing startup based in the SF Bay Area and NYC, is seeking a highly motivated and skilled Customer Success Manager to join our team. As the Customer Success Manager, you will be responsible for ensuring that our customers are achieving their desired outcomes by leveraging our products and services. You will work closely with our customers, as well as cross-functional teams, to provide commercial guidance, resolve issues, and maximize the value you receive from the platform.
Who We’re Looking For:
Ownership. We need someone who embodies this value and can figure things out and move quickly. If you need direction and someone to hold your hand, this job is not for you.
Bias for Action: You know how to prioritize the needs of your stakeholders and take prompt, proactive steps to drive success and satisfaction. Like Ownership, you don’t wait for someone to tell you what to do.
Customer Obsessed. We need someone who will act as a teammate to our customers and ensure that they’re receiving maximum value from the platform. Their success is ultimately your success.
Key Responsibilities:
- Serve as the primary point of contact for high-value clients, managing 20–30 accounts ranging from $400K–$1M in ACV
- Own the post-sale relationship as the primary point of contact for 20–30 high-value enterprise accounts, driving onboarding, adoption, expansion, and renewals (ACV range: $400K–$1M).
- Partner with sales to identify and execute on upsell and renewal opportunities, including navigating high-stakes, executive-level conversations around pricing and contract terms.
- Collaborate cross-functionally with product, sales, and engineering to drive customer outcomes and advocate for the voice of the customer in shaping product and CS strategies.
- Build and continuously refine scalable processes and playbooks to drive retention (logo and NRR), customer success operations, and long-term account health.
- Surface and present actionable insights for the Executive Team to support post sale management and planning (e.g., attrition insights, renewal rate trends, NPS insights, product usage signals)
- Build and implement scalable processes, playbooks, and customer-facing materials (e.g., QBR templates)
- Maintain a high cadence of customer engagement (e.g., ~5 calls per day), follow through relentlessly on action items, and continuously look for ways to improve customer experience
What We’re Looking For:
- 3–6+ years in Customer Success, Account Management, or similar customer-facing roles
- Experience supporting enterprise clients, ideally with $400K+ ACV and direct relationships with executive stakeholders
- Proven ability to manage complex renewals and upsells, ideally in a product-led or B2B SaaS environment
- Comfortable operating in 0-to-1 environments, with a strong bias for action and a builder’s mindset
- Bonus if you have experience in restaurant tech or vertical SaaS industries
- A self-sufficient operator who thrives in fast-paced, early-stage startups and is eager to shape how things are done
- Strong project management skills and ability to align internal and external stakeholders
- Ability to think like a seller—understanding customer language and influencing adoption through messaging and value articulation
- Must be located and able to work in a hub: SF or NYC
Nice to Have
- Experience working with high-touch clients in industries like hospitality, services, or marketplaces
- Background in startups or high-growth environments
- Comfortable with light technical workflows, tools, and implementation oversight
Compensation & Benefits
- Base Salary: $85,000–$110,000 USD
- Bonus: 20% commission-based
- Equity: included
- Location: NYC or SF