Responsibilities

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- Digital Lifecycle Programs: Design and operate Loop’s 1-to-many Customer Success motion - adoption, renewal readiness, Escalations, custom solutioning and expansion. Engagement channels include lifecycle email, in-product messaging, webinars, and self-serve education resources.
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- Product Adoption & Customer Value: Analyze product usage signals to identify friction in the customer journey. Design programs that drive adoption of key product capabilities and help customers realize value faster.
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- Digital Onboarding: Own scalable onboarding experiences focused on time-to-value.

Build self-serve onboarding journeys, activation campaigns, and educational assets for current customers.

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- Lifecycle Optimization: Continuously improve lifecycle engagement through experimentation. Run A/B tests across customer cohorts, analyze performance data, and iterate playbooks based on results.
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- Customer Health & Retention: Monitor scaled customer health using product and engagement signals.



Trigger automated interventions and design proactive programs that reduce churn risk.
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- Cross-Functional Collaboration: Partner with Product, Support, Sales, and RevOps to surface customer friction, improve lifecycle content, and support expansion opportunities.
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nnYou Have:

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- 2 - 4+ years in customer-facing experience (Customer Success, Product support, Product Operations, etc.) in SaaS
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- Experience supporting high-volume customer portfolios (300+ accounts)
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- Strong analytical mindset with comfort working in product usage and customer data
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- Familiarity with lifecycle automation and customer engagement tools
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- Excellent written communication skills for digital engagement
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- Experience with AI-enabled platforms or marketing automation is a plus
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- E-commerce/ Subscription business experience is a plus
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📌 Scaled Customer Success Manager (Gurugram)
🏢 Loop Subscriptions
📍 Gurugram