Loop - Merchant Experience Lead - Account Management - SaaS

- This role is very hands-on and may require long-working hours.

- This role is for US timezone - 5PM - 3AM

- Location is Gurgaon (in-office role)

This role is +1 to founders - we have grown rapidly based on exceptional merchant experience and referrals. We are looking for a merchant experience lead to work across onboarding, support and CSM functions to ensure seamless merchant experience.

We are looking for a Merchant Experience Leader who has seen high-growth SaaS journeys from 7-figure ARR to 8-figures.

We don't have a defined responsibility areas (JD) as yet for this role but following are the expectations:

1. Own everything after sales and maintain zero churn + >80 NPS

2. Work with team of 6-10 people across merchant onboarding, CSM and Support and help them grow into their roles

3. Built systems for enhanced team productivity + better merchant experience

4. Work with product team on defining product roadmap

5. Own product usage content pieces (blogs / case-studies) + referrals from existing merchants

Required Skill-set:

1. Worked with merchants across North-Amercia (primary) / Europe / ANZ

2. Strong communication, articulation & leadership skills

3. Good problem solving + data-analysis skills

4. Past experience in working with product + marketing teams

5. Managed team size of at-least 4 people in past for an year

6. 5-8 years of work-experience

While we want everything in this individual but customer empathy + leadership skills + consistent past learning traits are on top of the list.

If you are looking for a very high-owneship role to help us build a critical function of the company then we would like to speak with you.