Job Description

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 - Were 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, youll be the main point of contact for a portfolio of restaurant brandsowning the customer journey from onboarding to renewal. This role blends consultative account management with product expertise and operational rigor. Youll 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 Youll Do

• Own the full customer journey across a portfolio of restaurant brandsfrom onboarding through renewal
• Coordinate onboarding by aligning internal teams and managing timelines, ensuring a smooth handoff from Sales and successful implementation of LoopAIs platform
• Guide adoption of LoopAIs 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 levelsfrom 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 Were Looking For

• 35+ 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 skillsyou 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
  

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Job Tags

Full time, Shift work,

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