• As Client Success Manager, you are a senior, client-facing leader and a core member of the Trialfacts Leadership Team. • You own client outcomes end-to-end across active clients in the US and Australia, leading the team responsible for delivery, expectation-setting, escalation management, and internal coordination. • This is not a reactive support role. You set direction, guide teams, and work proactively with clients to drive strong outcomes, consistency, and trust. • You’ll work closely with Sales, Operations, Tech, and Leadership to ensure delivery quality, retention, and long-term client success.

• As Client Success Manager, you are a senior, client-facing leader and a core member of the Trialfacts Leadership Team. • You own client outcomes end-to-end across active clients in the US and Australia , leading the team responsible for delivery, expectation-setting, escalation management, and internal coordination. • This is not a reactive support role. You set direction, guide teams, and work proactively with clients to drive strong outcomes, consistency, and trust. • You’ll work closely with Sales, Operations, Tech, and Leadership to ensure delivery quality, retention, and long-term client success.

• Be accountable to revenue retention goals for Loop’s enterprise merchants. • Your main priority is to make our merchants successful, and you’ll use any and all of your resources to make it happen. • You’ll have quarterly revenue retention targets by identifying and securing expansion opportunities within your assigned accounts, while effectively managing account renewals and mitigating retraction risks. • You’ll focus on maintaining strong relationships with your merchants by proactively addressing their needs, ensuring they receive the full value from Loop, and supporting their long-term success. • You’ll be responsible for contract renewals and retention for your accounts, which includes conveying the value Loop provides to our merchants and our differentiators when compared to competitors. • You’ll work in close partnership with Sales to uncover cross-sell opportunities, build business cases, and convert them into closed revenue • Host quarterly business reviews with your key accounts, showing up with content that proves how Loop provides them value and illustrating how we can grow together. • Engage in regular, creative touchpoints with your accounts to get in front of any issues prior to renewal and avoid merchant churn. • Increase the usage and adoption of all Loop’s features by communicating new feature updates to your accounts, focusing on the value they’ll provide that specific merchant. • Make Loop better by talking to merchants constantly and reporting product enhancement themes and feedback to the rest of the Merchant Success team.

• Manage a portfolio of approximately 50 high-value global Enterprise accounts • Own the full customer lifecycle from onboarding through engagement, renewal, and expansion • Lead complex renewal processes, negotiating commercial terms to maximize net revenue retention • Proactively drive product adoption and customer satisfaction while mitigating churn risk • Conduct strategic check-ins, kickoff calls, and executive business reviews • Forecast renewal and expansion revenue accurately for current and future quarters • Identify and support account growth opportunities in partnership with Sales • Develop and execute quarterly account plans for prioritized strategic customers • Meet and exceed KPIs related to engagement, retention, satisfaction, renewals, and expansion • Partner cross-functionally with Sales, Product, Legal, Finance, Marketing, Support, and Operations • Advocate for international customers internally, sharing feedback and resolving challenges • Drive customer advocacy initiatives such as case studies, references, and partnerships • Participate in enablement programs, special projects, and other initiatives as needed