Customer Success Manager

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.What You'll Do: Own the full customer journey across a portfolio of restaurant brands—from onboarding through renewalCoordinate onboarding by aligning internal teams and managing timelines, ensuring a smooth handoff from Sales and successful implementation of LoopAI’s platformGuide adoption of LoopAI’s modules with personalized support, best practices, and proactive engagementLead strategic check-ins and QBRs to review progress, align on goals, and identify opportunities for deeper valueManage expansion opportunities, including renewals and upsells, in partnership with Sales & ProductServe as a product expert, providing consultative guidance that helps customers drive measurable outcomesCommunicate confidently with stakeholders across all levels—from operators to C-suiteProactively manage expectations, align stakeholders, and ensure timely delivery on key milestonesCollaborate cross-functionally with Product, Engineering, and Ops to influence roadmap and drive customer impactTrack and act on account health indicators to mitigate risk and surface growth opportunitiesMaintain detailed internal documentation to support transparency and alignment across teamsTake initiative to unblock issues, push projects forward, and ensure nothing falls through the cracksWhat We're looking for:3–5+ years of experience in Customer Success, Account Management, or a similar client-facing role at a SaaS companyStrong understanding of SaaS onboarding, implementation, and adoption strategiesExcellent communication and relationship-building skills—you can shift seamlessly between strategic and tactical conversationsOperates with a high sense of ownership, accountability, and initiative in a fast-paced environmentHighly organized, with a strong follow-up discipline and attention to detailComfortable managing multiple accounts with competing prioritiesPassionate about learning new products and driving customer outcomes through consultative conversationsExperience in cross-functional environments, particularly collaborating with Product, Engineering, and SalesBonus: Experience working with restaurant brands or in the hospitality technology space