• Provide ongoing support to a portfolio of standard customers, serving as a consistent point of contact to help customers adopt core product features and achieve early success. • Execute proactive, scalable customer engagement programs, including scheduled check-ins, adoption reminders, webinars, group trainings, and mass email campaigns in partnership with the Customer Education team. • Monitor customer health indicators, usage trends, and engagement signals to identify customers who may need additional outreach or support. • Proactively reach out to customers showing early signs of disengagement or confusion, using defined playbooks and guidance. • Respond to customer inquiries in a timely and organized manner, ensuring follow-ups are completed and no requests are left unresolved. • Provide basic product guidance and troubleshooting for common questions, and coordinate with Support, Product, or other internal teams when escalation is required. • Keep customers informed on the status of open questions, requests, or issues, communicating clearly and setting appropriate expectations around next steps and timelines. • Support customer renewals in an auto-renewal model, including outreach, coordination, and issue resolution, with ongoing guidance from management and CX leadership. • Identify and surface potential expansion or cross-sell opportunities based on customer needs and product usage, partnering with Account Management for execution. • Share recurring customer feedback, trends, and insights with internal teams to help improve the customer experience and inform product and process improvements. • Collaborate closely with Support, Operations, Education, Implementation, and Product teams to help scale and refine our standard customer success approach.

• Serve as the primary owner of customer outcomes for a portfolio of enterprise and SMB accounts across EMEA and APAC • Translate customer goals into structured success plans with clear milestones and value metrics • Guide customers through complex, multi-stakeholder implementations and ongoing program evolution • Surface risks, unblock challenges, and proactively course-correct to protect retention and expansion • Partner with Sales on renewal readiness, expansion opportunities, and strategic account planning • Synthesize customer feedback and usage patterns into actionable insights for Product, Data, and Research teams • Maintain strong operational hygiene across CRM and internal tracking tools • Contribute to scalable CS processes, playbooks, and best practices as the team grows

• Act as the first line of communication for customer inquiries, providing timely, accurate, and friendly support. • Build strong working relationships with educators, administrators, and program leaders. • Conduct routine customer outreach to support adoption, usage, and engagement. • Assist with onboarding processes by preparing materials, coordinating setup, and supporting training sessions led by CSMs. • Lead introductory or 'refresher' product trainings as proficiency increases. • Document onboarding milestones and ensure customers are progressing toward successful implementation. • Log, track, and resolve customer issues while ensuring a smooth handoff to technical teams when needed. • Identify recurring issues and surface insights to improve internal processes and customer experience. • Monitor customer usage data to identify trends and potential risks. • Contribute to customer health reporting and flag at-risk accounts to the Customer Success Manager team. • Maintain accurate and up-to-date CRM documentation (Salesforce, HubSpot, etc.). • Partner closely with CSMs to support account planning, customer communications, and success strategies. • Work with Product, Support, and Implementation teams to advocate for customer needs. • Participate in team meetings, process improvement initiatives, and training sessions.

• optimize the value of the Loop partnership to merchants • guarantee merchants maximize their use of Loop’s product • tackle challenges throughout your career by driving revenue retention and expansion goals for Loop’s mid-market merchants. • engage in regular touchpoints with accounts to avoid churn • increase usage and adoption of Loop’s features by communicating updates to accounts • share customer feedback with the Merchant Success team