Customer Success Manager

Customer Success Manager (CSM)

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.

What You'll Do

• 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

What We're Looking For

• 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

• Bonus: Experience working with restaurant brands or in the hospitality technology space