In short CSM owning merchant NPS, retention and expansion for US and EU DTC brands on Loop's subscription platform; Gurugram, 3-5 years.
About the role
What you'd do
- Own merchant NPS, retention, product adoption and expansion through referrals
- Manage merchant relationships end to end
- Monitor merchant performance and share actionable insights
- Represent Loop across relevant communities and social channels
They'll screen for
- 3-5 years in Customer Success or other client-facing roles
- Strong written and verbal communication skills
- Comfortable working with Microsoft Excel
- High ownership, solution-oriented mindset; SaaS experience preferred
Perks and process
- ESOPs for top performers
- Performance-linked annual appraisals
- Health insurance for you and your family
- Daily meals and late-night cab facility
- Annual company retreat
Skills they list
- customer success
- e-commerce
- Shopify
- Excel
- retention
- NPS
Read the full job description
Note from CS Society: the employer has not stated a work mode for this role, so we list it as On-site pending employer confirmation.
About Loop
Loop is a subscription management platform built for e-commerce brands on Shopify. Our primary market is the US, with a growing presence in Europe and ANZ.
We are scaling rapidly, driven by a strong product and exceptional merchant experience. We achieved approximately 3x growth in 2024, followed by nearly 3x growth again in 2025. Looking ahead, we are building the team and foundation to drive another 2x growth in 2026 as we accelerate toward our $50M goal.
Our DNA
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High Agency: action over instruction
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High Ethics: trust is the foundation
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Positive Attitude: solutions over excuses
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Impact-Driven: if it doesn't move the needle, it doesn't matter
About the CSM Role
Experience:
3-5 years
You will manage and grow relationships with high-growth DTC brands across the US and Europe. As part of a small, fast-moving team, you will work closely with founders, Product, and Sales to drive NPS, product adoption, and referrals. Merchant success and experience will be your primary focus.
Responsibilities
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Own merchant NPS, retention, product adoption, and revenue expansion through referrals
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Manage merchant relationships end-to-end and drive measurable business impact
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Monitor merchant performance, share actionable insights, and support merchants throughout their journey
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Collaborate with Marketing on case studies, merchant stories, and product use-case promotion
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Develop a deep understanding of DTC and e-commerce
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Represent Loop across relevant communities and social channels
Ideal Profile
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3-5 years of experience in Customer Success or other client-facing roles
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Strong written and verbal communication skills
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Comfortable working with Microsoft Excel
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Solution-oriented, proactive, and comfortable engaging with merchants
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High ownership mindset, with a diligent and growth-driven approach
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SaaS experience is preferred but not required
Perks
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Annual leaves
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Free lunch and snacks
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Annual company retreat
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Insurance
What Loop Offers
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ESOPs for top performers - own a piece of what you build
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Competitive annual appraisals with real, performance-linked hikes
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Comprehensive health insurance for you and your family
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Mental health and wellness support, anytime
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Daily meals covered - breakfast and lunch every working day
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Cab facility for late nights and early mornings
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Annual company retreat
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A warm, ambitious, honest team that wants each other to win
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Immense growth - 3× in 2024, targeting 2× in 2025, building to $50M ARR