Job Description

About the Role

As a Customer Success Manager at Loop, you will play a key role in driving customer goals, revenue expansion and product utilisation by ensuring the activation, engagement, success, retention, and growth of Loop's key, enterprise or mid-market clients.
This role is focused on high-impact, high-value activities in all aspects of business development and retention.

What you would do:

Develop a deep relationship with the customer and an understanding of their employee health to suggest specific Loop Health product features, interventions, and value propositions - map and build relationships with key stakeholders for your accounts to ensure they are engaged with us throughout the year*
Be a strategic partner and advisor to the client, discovering new opportunities to work together for mutual benefits Increase renewal rates, drive adoption and consumption, improve customer satisfaction, and work with our customers to generate new business (upsell and cross-sell) Learn about Health Insurance and Loop Health benefits so that you can articulate the value to existing and new customers - educate our clients about health benefits management and onboard them to our own dashboards and roster management tools*
Help execute and iterate the Loop Health onboarding experience to maximise client enrolment in our app and understanding of our benefits Be the customer's voice within Loop Health providing feedback to our Product team to develop/identify new features Serve as the internal voice of the customer and advocate for our client's needs (services, support, product management, executive alignment) Be extremely process-driven and document notes, MoMs, RCAs and managing escalations with clients and driving them internally across different teams Manage and track ongoing roster management such as addition/deletion of employees on an ongoing basis and share active employee lists and premium consumed statements with clients on a recurring basis Define and measure leading indicators and calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts, in partnership with the sales team Identify opportunities for customer references, testimonials and case studies You may be required to travel on-demand to a customer site for short visits

What we are looking for:

Minimum 5 years of experience in customer success serving enterprise customers with more than 1000 employees

Experience working in an Insurance Broking Industry or Insurance preferred.

Has prior sales experience or feels comfortable selling Process-oriented and analytical Previous experience using CRM tools, ticketing software and other tech enablement preferred Advanced knowledge of Microsoft Excel and Word Passion for solving client challenges and commitment to client delight Proven ability to coach, mentor, and develop individual contributors * Naturally curious, with excellent critical-thinking skills