Scaled Programs Manager
Take your career to new heights with Loopio! 🚀✨
Loopio is looking for a detail-oriented, customer-focused, data-driven individual to join our innovative Scaled Customer Success team! In this role, you will contribute to Loopio’s digital strategy and collaborate with the wider Customer Success team on initiatives to drive forward our Digital Customer Success program. You’ll also join a company with endless opportunities to accelerate your career! Are you ready for your next adventure?
Note: This is an existing vacancy on the team
What You’ll Be Doing
Working as a part of the Scaled Customer Success team within Loopio’s Scaled CS department, focused on helping customers win in their response management efforts through a digital-led customer adoption and renewal journey.
Translate customer and business insights into scalable digital programs that increase product adoption, reduce churn risk, and improve retention performance.
Work closely with internal teams to identify efficiency gaps and automation opportunities to streamline internal and customer-facing processes.
Lead cross-functional initiatives end-to-end, from concept to launch, through structured project planning (including scoping, program design requirements, success metrics, timelines) and consistent stakeholder communication.
Act as the primary liaison for program updates, risk implications, and milestone tracking, ensuring transparency and predictable delivery via reliable project management.
Monitor customer health, usage trends, and engagement metrics to ensure each engagement delivers value to our customers and drives adoption within the Loopio platform.
Build standardized and personalized communications for customers based on time-based, action-based, or value-driven triggers in the Gainsight platform.
Work with RevOps and our Gainsight CSM to ensure we adhere to best-in-class practices to streamline Customer Success activities.
What You’ll Bring to the Team
Impeccable written and oral communication skills; you’ll be communicating with our customers and our internal teams on key initiatives and changes to processes.
Highly organized; your calendar reminders have calendar reminders
Accountability in project management. You feel a deep sense of responsibility for the success of your projects, adhering to deadlines, working collaboratively with other teams to complete them, and keeping key stakeholders up to date without exception.
You are naturally curious, always seeking to understand the 'why' behind the problems you solve for your customers, and eager to bring creative ideas to the table.
Results-oriented; you always have your next goal in mind and plan to get there.
Extremely analytical; you leverage data in all of your strategic decision-making and problem-solving.
At least 3 years of experience in (Scaled) Customer Success, customer service, customer enablement, or customer marketing.
Experience building automated programs or customer marketing initiatives to drive engagement, adoption, and value outcomes in a digital-first environment.
Experience with Gainsight, Hubspot, and Salesforce in Saas is a huge plus!
Where You’ll Work 📍
We are currently only looking for candidates who reside in the Greater Toronto Area and can access our co-working space in Downtown Toronto for the occasional team get-together.
Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ’d in Canada, with established hub regions around the world where we hire from.
Our employees (or Loopers, as we call ourselves!) live and work in 🇨🇦 Canada (British Columbia and Ontario), 🇬🇧 London, and 🇮🇳 India (specifically in Gujarat, Maharashtra, and Bengaluru).
The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC).
We offer flexible co-working locations available to Loopers in ON and BC. Those based in ON have the option of working out of our convenient co-working space located in the heart of Downtown Toronto and a 12-minute walk from Union Station. BC Loopers have the option to work centrally in Vancouver. It is whatever works best for you!
You’ll collaborate with your teams virtually across the UK, India, and North America (we’re just a Zoom call and Slack message away!) with core sync hours and focus time for headsdown work 🙇🏾 during the workday
We encourage asynchronous collaboration to effectively work as a global #OneTeam!
Why You’ll ♥️ Working at Loopio
Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Latticefor our 1:1s and performance conversations
You will have the opportunity to elevate 🪄 your craft and the opportunity to explore your creativity, with a dedicated professional mastery allowance for more learning support! We encourage experimentation and innovative thinking to drive business impact.
We offer a wide range of health and wellness benefitsto support your physical and mental well-being, starting day 1️⃣ with Loopio.
We’ll set you up to work remotely with a MacBook laptop 🍏, a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up.
You’ll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment.
Participate in 🎤 townhalls, AMA (Ask-Me-Anything), and quarterly celebrations to celebrate the big wins and milestones as #oneteam!
Our four activeEmployee Resource Groupsoffer opportunities for employees to learn and connect year-round.
You’ll be a part of an award-winning workplace 🏆with an opportunity to make a big impact on the business.
Questioning your qualifications? Read this ‼️ Hi there, we recognize that all too often, potential candidates don’t apply for a position simply because they don’t hit every single criteria included in the job description—particularly members of underrepresented groups.
Whether or not your experience ✅ checks off all the boxes on a job posting, we still encourage you to apply to ensure that your application receives a review from our team. We understand that a resume can only showcase so much during the applicant stage, so we've created prompts in the application for you to share more about yourself. If you've made a career transition (or a few!), you’re self taught in a new role, or you have skills/experience you’d like to highlight, we want to hear more about what you could bring to the table.
AI in Recruitment 👩🏻💻 At Loopio, we leverage artificial intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening, drafting preliminary job descriptions, generating initial interview questions, transcription and occasionally sourcing prospective candidates. However, AI is never used to make final hiring decisions; our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. We are committed to the responsible use of AI in our hiring practices, prioritizing both an improved candidate experience and operational efficiency. Our standardized hiring practices remain focused on reducing biases, with all key hiring decisions solely made by our team. We continuously review and refine our hiring practices to align with industry best practices and evolving legal guidelines
Loopio is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. We actively encourage candidates from all backgrounds and lifestyles to consider us as a future employer. Please contact a member of our Talent Experience team (work@loopio.com) should you require accommodations at any point during our virtual interview processes.