Senior Manager, Merchant Onboarding
New
L
LoopMerchant onboarding
For this position, we’re looking for someone to join us in the United States, ideally in ET or CT., Ideally in ET or CT.Full-TimeManager
Salary$124,000 - $174,000 a year. This position is also eligible for an annual commission expected to be 10% of your base salary (paid out quarterly).
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Job Details
- Experience
- 5+ years of experience in onboarding, implementation, or customer success, including 2+ years leading individual contributors, managers, and/or multiple teams.
- Required Skills
- Data AnalysisCross-functional Team LeadershipCustomer SuccessProcess improvement
Requirements
- Have 5+ years of experience in onboarding, implementation, or customer success.
- Have 2+ years of experience leading individual contributors, managers, and/or multiple teams.
- Bring hands-on experience applying AI to onboarding and team operations.
- Have a track record of introducing AI-enabled tools, training teams to use AI, and building time-saving workflows that improve the merchant experience.
- Have experience building high-performing teams and improving processes, expectations, and results.
- Have experience developing a long-term vision and translating it into initiatives aligned with company strategy.
- Have successfully implemented tools, training programs, and self-service solutions to scale onboarding operations.
- Have strong data skills, including experience creating team metrics and making data-driven decisions.
- Bring cross-functional leadership and communication skills and the ability to influence senior stakeholders.
- Be open to giving and receiving candid feedback and bring a customer-first, partnership-driven approach to problem-solving.
Responsibilities
- Develop and execute a long-term Merchant Onboarding strategy aligned with company goals.
- Lead and develop the onboarding team, evolving its structure and capacity as the business grows.
- Manage onboarding budgets, resourcing, and scheduling with the VP, Merchant Success.
- Audit and improve onboarding processes, delegating execution as needed.
- Evaluate and implement AI solutions, tools, and technology for onboarding efficiency and merchant experience.
- Build team training, performance management, and recognition programs, along with merchant training and self-service resources.
- Define and track metrics including TTV, TTL, feature adoption, ACV launched, and CES, and use them to guide decisions.
- Partner with Product, Product Marketing, Sales, Customer Success, Finance, and Revenue Ops on adoption goals and merchant feedback.
- Build relationships with key merchants and partners and serve as the executive point of contact for onboarding escalations.
- Launch onboarding and activation programs for new products, services, and markets.
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