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Customer Success Manager

Going Above & Beyond
Going Above & Beyond
Curiosity About Others
Curiosity About Others

OnLoop is a product-led company and we are looking for a technically savvy Customer Success Manager to help educate, grow and delight our customers. As a founding member of the Customer Success team, you will be responsible for a broad range of activities with the objective of building the function from the ground up and developing it to maturity.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager would develop and execute strategies to create a highly engaged customer base and engage with our clients to ensure OnLoop truly helps make their teams better.


  • Improving and streamlining onboarding processes
  • Holding product demonstrations and educational sessions
  • Creating customer feedback channels and summarising insights for Product, Marketing, Operations, Sales and other parts of the company
  • Implementing customer support processes, channels and FAQs and helping answer questions from users and key accounts
  • Creating scaled educational content such as explainer videos
  • Increasing customer engagement and retention and reduce customer churn
  • Analysing customer data and marrying it with qualitative information to generate actionable insights

Key performance indicators

  • Daily/ Monthly Active Users (shared with other teams)
  • Monthly Activities per User
  • % Power Users
  • 30/90 Day Retention
  • Customer Support SLA, Contact Rate
  • NPS

Successful candidates will have

  • Prior experience leading Customer Support, Account Management or Customer Success teams in fast-growing organizations
  • Bachelors degree or higher
  • Strong ability to analyse and interpret data and to communicate complex ideas in a simple manner
  • Strong decision-making ability
  • Willingness to get into detail and implement solutions at the ground level
  • Ability to work cross-functionally and include stakeholders across operations, product, sales and growth teams in decision making and implementation

Non-Technical Abilities

  • Driven by the mission to increase productivity and reduce bias thru the adoption ofday to day people development tools (#MissionOriented)
  • Being able to fluently communicate in a cross-cultural environment leveragingwritten and spoken English (#ClarityOfCommunication)
  • Willingness and desire to learn (#UltraLearner)
  • Creative and analytical thinker who is self-driven (#DotConnector)
  • Willingness to work in a dynamic, fast paced and changing environment(#HighlyAdaptable)
  • Have an ownership mindset (#SenseOfOwnership)
  • Willingness to go above and beyond (#GoingAboveAndBeyond)
  • Proactive and self-starter (#SelfStarter)
  • Creative problem solver and desire to drive end outcomes (#ResultsOrientation)
  • Open to work with a global team (would involve participating in calls/meetingsoutside of normal business hours) (#HyperFlexible)

Go to market
Employement type
experience required
3-5 years
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