Loyoly.io

www.loyoly.io

1 Job

32 Employees

About the Company

Loyoly is a post-purchase engagement platform that orchestrates journeys via +40 mechanics to boost LTV and social proof, while reducing CAC.

Listed Jobs

Company Name: Loyoly.io
Job Title: CSM Junior (Customer Success Manager)
Job Description: Job Title: CSM Junior (Customer Success Manager) Role Summary: Drive rapid activation, sustained adoption, and retention for SMB merchant clients on the Loyoly loyalty platform. Own the end‑to‑end customer journey, monitor key metrics (NRR, churn, expansion, adoption, NPS), and collaborate with Sales, Product, and Tech to deliver measurable growth. Expactations: - Achieve high Net Revenue Retention (NRR) and revenue growth within the assigned portfolio. - Reduce churn through proactive risk identification and remediation plans. - Identify and qualify upsell opportunities, contributing to expansion revenue. - Reach activation milestones and Time‑to‑Value targets for new clients. - Maintain a strong Net Promoter Score (NPS) indicating customer satisfaction. Key Responsibilities: - Lead structured onboarding of new merchants, setting clear, measurable activation goals. - Ensure timely implementation of loyalty programs and reach activation criteria. - Monitor client usage and performance over time, analyzing data for retention insights. - Identify churn risks, develop and execute action plans, and report outcomes. - Maintain accurate records in HubSpot (accounts, billing, usage data). - Detect upsell and cross‑sell opportunities; collaborate with Sales for expansion. - Gather and relay customer feedback to Product & Tech teams for continuous improvement. - Contribute to ongoing refinement of Customer Success processes and best practices. Required Skills: - 2+ years of experience in Customer Success or Sales (preferably in SaaS or loyalty solutions). - Data‑driven mindset; comfortable with KPI tracking and analysis. - Excellent written and spoken English (and French preferred). - Strong communication, presentation, and stakeholder management abilities. - Proactive, autonomous, and solution‑oriented with entrepreneurial spirit. - Commercial acumen: ability to identify customer needs and recommend suitable solutions. - Adaptability to fast‑paced, startup‑style environments. Required Education & Certifications: - Minimum Bachelor’s degree (Bac+3) in Business, Marketing, or related field. - No specific certifications required.