The Customer Success Enablement & Operations Lead will build resources, processes, and metrics for the CS team, ensuring clear execution and customer outcomes.
Loop AI is seeking a highly motivated Customer Success Enablement & Operations Lead to help build the foundation of our Customer Success organization. This person will be crucial in ensuring our CS team operates with clarity, consistency, and excellence by building enablement resources, operational processes, and execution rigor that allow the team to scale and deliver exceptional customer outcomes.
You’ll help build the operating foundation for Customer Success at Loop. Reporting to the Director of Customer Success, you will be part of building Loop AI’s foundational CS team. You will own Customer Success enablement and play a critical role in shaping and optimizing the operational workflows that support the CS team as we grow. You will help ensure our CS team is not only deeply fluent in the product, but also consistently equipped with business context, customer fit understanding, clear operational processes, and the systems needed to execute reliably and at scale.
What you’ll do
- Join a high-performing, fast-growing Customer Success team in builder mode.
- Own Customer Success enablement, including onboarding new CS team members and creating playbooks, templates, training materials, and internal documentation.
- Build and continuously improve the operational workflows that support the full customer lifecycle, including onboarding, adoption, renewals, expansion, and risk management.
- Partner closely with RevOps and Systems teams to help define, evaluate, and optimize CS tools and workflows, ensuring they are configured to support CS execution and customer outcomes.
- Create visibility and accountability across the customer lifecycle so no customer drops, follow-ups are clear, and risks are identified early.
- Define and track core CS metrics, contributing to dashboards and reporting that surface actionable insights for CS leadership.
- Partner with Sales, Product, RevOps, and Implementation to ensure clean handoffs and strong cross-functional alignment across the post-sale motion.
What we’re looking for
- Experience in Customer Success, CS Operations, Enablement, RevOps, or a related role at a fast-growing SaaS company, or prior founder or early-operator experience building and scaling processes in an early-stage environment.
- Strong enablement and operational instincts, with the ability to turn complexity into clear, scalable processes.
- Highly detail-oriented with a strong sense of ownership; you would never let a customer drop or a handoff break.
- Builder mentality that thrives in early-stage environments with evolving structure and ambiguity.· Comfort partnering cross-functionally, including close collaboration with RevOps and Systems teams.
- Clear communicator with a bias for action and a high bar for execution.
- Background in the restaurant or hospitality industry (or deep appreciation for it), bringing a hospitality mindset grounded in customer obsession, attention to detail, and a high-touch, no-drop approach, with comfort operating in fast-paced, high-expectation environments.
Top Skills
SaaS
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