About Loop

Loop is an agentic restaurant intelligence software that augments the back office of restaurant chains by automating workflows and delivering intelligence across the finance, operations and marketing functions. Loop deploys AI agents built by our in-house team of AI engineers, strategists and subject matter experts into restaurant brands - bringing industry best practices in handling complex internal functions. We have offices in San Francisco, New York, Tampa and India.

Loop is one of the fastest growing restaurant technology companies powering a few billion dollars in revenue and growing to serve 10K+ restaurants within 3 years across some of the most recognizable brands of the USA, helping them grow their topline & bottomline.

Loop has built by a world class team of entrepreneurs, operators, leaders and AI engineers from different industries, ranging from cutting edge big-tech, management consulting, investment banking among others across companies like Uber, Google, Amazon, McKinsey and others.

About the Role

We're looking for an exceptionally bright, highly technical, customer-focused Customer Success Manager to join our growing team.

This is not a traditional Account Management  or Customer Service role. Success in this position comes from becoming a trusted implementation partner—guiding customers through onboarding, technical integrations, platform configuration, training, and ongoing adoption.

You'll work directly with customers, Product, Engineering, Sales, and Operations to ensure every implementation is smooth, every issue is solved quickly, and customers achieve value from day one.

Outstanding communication skills are absolutely essential. You'll spend much of your day speaking with US-based customers and internal stakeholders, so you should have native or near-native English fluency, both written and spoken.

What You'll Do

• Own customer onboarding from contract signature through successful launch.

• Lead customer implementation projects, ensuring timelines and milestones are achieved.

• Coordinate integrations with POS systems and other third-party platforms.

• Configure customer accounts and validate data quality.

• Deliver onboarding sessions and customer training.

• Troubleshoot technical issues and work closely with Engineering to resolve complex problems.

• Translate technical concepts into language customers can easily understand.

• Manage multiple implementation projects simultaneously while maintaining exceptional customer communication.

• Monitor customer health and proactively identify opportunities to improve adoption.

• Document customer requirements, workflows, and implementation processes.

• Become a product expert capable of advising customers on best practices.

• Work cross-functionally with Sales, Product, Engineering, and Operations to continuously improve the customer experience.

• Maintain accurate customer records within our CRM and internal systems.

Who You Are

You are naturally curious, highly organized, and genuinely enjoy solving problems.

You thrive in fast-moving startup environments where every day looks different.

You communicate with confidence, remain calm under pressure, and enjoy working directly with customers.

Required

• Native or near-native English communication skills (spoken and written).

• 2+ years in Customer Success, Implementation, Solutions Consulting, Technical Support, Professional Services, or a similar customer-facing technical role.

• Experience managing multiple customer projects simultaneously.

• Excellent project management and organizational skills.

• Highly technically proficient—you don't need to be a software engineer, but you should be comfortable understanding APIs, integrations, troubleshooting, and technical workflows.

• Strong analytical and problem-solving abilities.

• Ability to explain technical concepts to non-technical audiences.

• Comfortable working directly with US customers.

• Experience using CRMs and modern SaaS tools.

• Strong ownership mentality and ability to work independently.

• Located in Latin / South / Central America.

Preferred Experience

Experience with any of the following would be highly valuable:

• SaaS implementations

• APIs and system integrations

• POS systems

• Restaurant technology

• SQL

• JSON

• Zapier or workflow automation tools

• Jira

• HubSpot, Salesforce, or similar CRM platforms

• Customer onboarding

• Technical account management

• Enterprise software

What Success Looks Like

Within your first six months you will:

• Successfully onboard and launch customers with minimal supervision.

• Build trusted relationships with customer stakeholders.

• Manage multiple concurrent implementations while consistently meeting deadlines.

• Resolve customer issues quickly and professionally.

• Maintain high customer satisfaction throughout the onboarding process.

• Become a trusted internal expert on implementation best practices.

• Contribute ideas that improve customer experience and operational efficiency.

What We're Looking For

We value people who are:

• Exceptionally intelligent and quick learners.

• Highly organised.

• Curious and technically minded.

• Excellent communicators.

• Customer obsessed.

• Calm under pressure.

• Resourceful problem solvers.

• Comfortable with ambiguity.

• Bias towards action.

• Team-first and low ego.