You will own onboarding for fast-growing DTC brands, ensuring smooth setup, migration, and go-live on Loop. This role requires strong project ownership, communication, and problem-solving to deliver a seamless merchant experience and hand off to Customer Success with high confidence and adoption.
Responsibilities
Merchant Kickoff & Engagement
- Send kickoff invites within 24 hours of sales handoff.
- Lead onboarding calls to understand merchant goals, setup requirements, and timelines.
- Maintain proactive weekly touchpoints (kickoff, progress updates, handover communication).
Solutioning & Setup
- Configure subscription setups based on merchant needs.
- Collaborate with Implementation Engineering for technical solutions.
- Work with the Migration team to validate and execute subscription data imports.
Project & Timeline Management
- Align milestones, timelines, and dependencies to move merchants to go-live.
- Track onboarding progress in Salesforce, Sheets, and internal dashboards.
- Escalate risks early when delays or product gaps impact merchant experience.
Merchant Experience & Retention
- Ensure subscription widget go-live and migration completion.
- Communicate with empathy during delays, escalations, or product limitations.
- Collect structured feedback and share with Product and Success teams.
Handover to Success Team
- Deliver a fully updated onboarding document at handover.
- Confirm merchants feel confident using Loop before transition.
- Minimize churn during onboarding and in the first 30 days post-handover.
Ideal Profile
- 4+ years in SaaS onboarding, customer success, or implementation roles.
- Strong project management and organizational skills.
- Comfort with tools like Salesforce, Google Sheets, Slack, and Shopify ecosystem apps.
- Excellent written and verbal communication; empathetic and proactive with customers.
- Experience working cross-functionally with technical and non-technical teams.
- Able to maintain positive calendar hygiene