Scaled Customer Success Manager

Loop Subscriptions · India

Responsibilities

• Digital Lifecycle Programs:  Design and operate Loop’s 1-to-many Customer Success motion - adoption, renewal readiness, Escalations, custom solutioning and expansion. Engagement channels include lifecycle email, in-product messaging, webinars, and self-serve education resources.
• Product Adoption & Customer Value: Analyze product usage signals to identify friction in the customer journey. Design programs that drive adoption of key product capabilities and help customers realize value faster.
• Digital Onboarding:  Own scalable onboarding experiences focused on time-to-value. Build self-serve onboarding journeys, activation campaigns, and educational assets for new customers.
• Lifecycle Optimization: Continuously improve lifecycle engagement through experimentation. Run A/B tests across customer cohorts, analyze performance data, and iterate playbooks based on results.
• Customer Health & Retention:  Monitor scaled customer health using product and engagement signals. Trigger automated interventions and design proactive programs that reduce churn risk.
• Cross-Functional Collaboration:  Partner with Product, Support, Sales, and RevOps to surface customer friction, improve lifecycle content, and support expansion opportunities.

You Have:

• 2 - 4+ years in customer-facing experience (Customer Success, Product support, Product Operations, etc.) in SaaS
• Experience supporting high-volume customer portfolios (300+ accounts)
• Strong analytical mindset with comfort working in product usage and customer data
• Familiarity with lifecycle automation and customer engagement tools
• Excellent written communication skills for digital engagement
• Experience with AI-enabled platforms or marketing automation is a plus
• E-commerce/ Subscription business experience is a plus