Customer Marketing Manager

Loop is an ecommerce software company serving over 5,000 of the best brands on Shopify, like Bombas, Brooklinen, Cotopaxi, Reebok, and Ruggable. For our brands, we power critical parts of the shopping experience – like tracking, returns, editing, and logistics – ensuring customers always have confidence that packages will arrive on time, fit as expected, and be refunded or exchanged if it doesn’t work out. We pioneered the returns category and are actively expanding our product suite to support new areas of innovation: tracking, warranties, shipping protection, fraud prevention, fit analysis, and more.

As the Customer Marketing Manager you will orchestrate strategic marketing campaigns to drive retention within our current customers (we call them “merchants”). A successful candidate will balance creativity and data-driven decision making to create campaigns that improve net dollar retention. The role requires cross-functional influence and collaboration with Account Management, Merchant Success, Marketing, RevOps and department leaders. This role is goaled on net dollar retention, churn reduction, and product adoption.

This is an indispensable role with us, so we’ll be looking for you to have examples of when you’ve tackled these challenges throughout your career. We’ve laid out the experience we think is important to set you up for success in this role. But, we appreciate that different humans will solve problems in different ways, so we don’t expect you to fit exactly in a box of requirements.

At Loop, we’re intentional about the way we work so that we can do our best work. We call this our Blended Working Environment. We work from our HQ in Columbus, OH, or one of our Hub or Secluded locations, and are distributed throughout the United States, select Canadian provinces, and the United Kingdom. For this position, we are looking for a teammate located in the United States.

What You’ll Do:

Create campaigns that deepen a merchant’s appreciation of our software by clearly communicating ROI, increasing feature adoption, and educating them on best practices.

Work cross functionally with marketing, account management, merchant success and revenue operations to ensure alignment on target audiences, messaging, and campaign automation.

Create content across various marketing channels to execute your campaigns: email, landing pages, direct mail, advertising, webinars/workshops, etc.

Support in-person customer events by creating lists of desired attendees, strategies to drive RSVPs, and follow-up campaigns to reinforce content shared at the event.

Enhance the customer journey through marketing programs including recognition or celebration for key milestones.

Define, track and report on campaign results and impact on NDR and renewal rates, and share insights across the business.

Your Experience:

You’ve spent 3+ years in marketing at a B2B SaaS startup, with at least 2 years in a customer marketing role.

Your experience with email marketing and list segmentation runs deep, and you’ve used marketing automation software like Hubspot and Pendo.

You are able to stay focused and manage multiple projects in a fast-paced environment where priorities may shift.

You’re a strong communicator no matter the medium - in-person or virtual - and are able to adapt to meet the needs of your audience.

You have a strong attention to detail and admirable organization skills - others note this as a superpower of yours.

You're comfortable using AI tools in your day-to-day work and can speak to how they've made you a stronger marketer.

BONUS: You have experience working with Shopify, ecommerce, and/or the post-purchase ecosystem.