Merchant Onboarding Specialist

7 days ago

gurugram, India Loop Subscriptions Full time

About LoopLoop is a subscription management platform built for e-commerce brands on Shopify. Our primary market is the US, with growing presence in Europe and ANZ.We are scaling rapidly, driven by a strong product and exceptional merchant experience. We grew 5x in 2023, 3x in 2024, and are on track for 2.5x growth in 2025. With $10M+ ARR built through organic channels and a small, high-performing team, we believe in doing more with less.Our DNA:High Agency action over instructionHigh Ethics trust is the foundationPositive Attitude solutions over excusesImpact-Driven if it doesn't move the needle, it doesn't matterAbout the roleYou will lead 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.ResponsibilitiesMerchant Kickoff & EngagementSend 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 & SetupConfigure 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 ManagementAlign 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 & RetentionEnsure 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 TeamDeliver 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 Profile2-4 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 good calendar hygienePerksAnnual LeavesFree lunch and snacksAnnual company retreatInsurance

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