Customer Success Manager

Job Description

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 - 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 renewal
• Coordinate onboarding by aligning internal teams and managing timelines, ensuring a smooth handoff from Sales and successful implementation of LoopAI’s platform
• Guide adoption of LoopAI’s 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 levels—from 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 We’re Looking For

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.