Loopio is looking for a client-facing, relationship-focused, outcomes-oriented individual to join our innovative Scaled Customer Success team In this role, you will contribute to Loopio’s digital strategy and collaborate with the wider Customer Success team on initiatives. Working as part of the Scaled/Digital Customer Success team within Loopio’s Customer Success at Scale department, focused on helping customers win in their response management efforts through a digital-led customer journey Getting in front of the customer to gather feedback, understand their needs, and provide guidance on product adoption. Working closely with Loopio’s Customer Experience Leaders, Product, and other cross-functional departments developing digital communications for Loopio’s customers Create standardized, personalized communications for customers based on time-based, action-based, or value-driven triggers, with the purpose of driving adoption and reducing churn Monitor customer health, usage trends, and engagement metrics to ensure each customer is driving adoption within the Loopio platform Partner closely with other teams within the CS at Scale Department (Adoption Services, Renewals, Education) to iterate on the Digital Customer Journey Partner with Customer Enablement Managers to ensure a seamless transition from onboarding to our nurture phase Monitor key product metrics and our Customer Health Score framework to understand customer usage and adoption of Loopio and predict customer behaviour Work with our Customer Success software, Gainsight, to build engaging “success plays”, email templates, and meeting frameworks to help streamline Customer Success activities Provide value-add services to customers as requested that support the adoption of Loopio and the customer’s ROI, including webinars, in-app guides,



and other digital strategies The net result is driving amazing outcomes for our customers that will then positively impact the business performance of Loopio through renewals and customer growth you’ll be communicating with our customers, after all You are naturally curious and always seeking to understand the 'why' of the problems you are solving for your customers A master of project management where deadlines are set, met and key stakeholders are kept up-to-date Demonstrated ability to drive high-volume engagements and manage a large book of business effectively Superb relationship-building skills, with a proven ability to cultivate deep and meaningful relationships with your teams and clients you leverage data in all of your decision-making and can easily identify trends and recommend engagement strategies to address performance metrics At least one year of experience in Customer Success, customer service, or customer marketing Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ’d in Canada, with established hub regions around the world where we hire from. The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC).

We offer
versatile co-working locations available to Loopers in ON and BC.



with core sync hours and focus time for headsdown work during the workday Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Lattice for our 1:1s and performance conversations You will have the opportunity to elevate your craft and the opportunity to explore your creativity, with a dedicated professional mastery allowance for more learning support

We offer
a wide range of health and wellness benefits to support your physical and mental well-being, starting day with Loopio. We’ll set you up to work remotely with a MacBook laptop, a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up. We’ll give you a Claude account to experiment with, automate your routine tasks, and build tools so you can work smarter every day. You’ll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment. Whether or not your experience checks off all the boxes on a job posting, we still encourage you to apply to ensure that your application receives a review from our team. We understand that a resume can only showcase so much during the applicant stage, so we've created prompts in the application for you to share more about yourself. At Loopio, we leverage artificial intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening, drafting preliminary

job description
s, generating initial interview questions, transcription and occasionally sourcing prospective candidates. our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. We continuously review

📌 Customer Success Manager Remote (Ottawa)
🏢 Loopio
📍 Ottawa