Implementation and Customer Success Manager

About Loop Logics

Loop Logics is transforming how construction, trade, and service businesses operate. Our all-in-one platform simplifies job management, scheduling, and invoicing; freeing up business owners to focus more on building great companies and less on admin.

As we scale, we're assembling a team of high performers who are passionate about reshaping the ConTech and InsurTech space. If you thrive in a fast-paced environment, enjoy building from the ground up, and want to make a tangible impact, we'd love to hear from you.

Loop is backed by some of Australia's largest Family Offices and Construction Industry heavyweights.

The Opportunity

We're looking for an
Implementation & Customer Success Manager
to lead onboarding, ensure seamless adoption, and drive long-term success for our customers.

This is a critical, customer-facing role where you'll be hands-on in guiding businesses through implementation, providing proactive support, and acting as a trusted advisor. You'll directly impact customer satisfaction, retention, and growth, while helping Loop Logics scale its customer success function.

This is a hybrid role that will give you exposure across Customer Success, Customer Support and Customer Implementation.

In This Role You Will

Customer Onboarding & Implementation

• Lead structured onboarding programs to ensure new customers successfully adopt the platform.
• Configure and customise workflows tailored to customer needs.
• Train customer teams via workshops, webinars, and documentation.

Customer Success Management

• Build trusted relationships with key stakeholders across customer accounts.
• Proactively monitor adoption, engagement, and health metrics.
• Drive customer advocacy, renewals, and expansion opportunities.

Support & Troubleshooting

• Provide customer support through a Customer Support Portal and triage requests. Respond to requests where appropriate, and escalate to more technical staff when required.
• Collaborate with technical staff and teams to resolve customer issues quickly.
• Provide feedback to product teams on feature requests and usability improvements.

Process Improvement

• Identify opportunities to streamline onboarding and support workflows.
• Develop scalable resources (guides, FAQs, videos) to support customer education.

What you'll bring

• 3+ years' experience in customer success, implementation, or account management (preferably in SaaS).
• Proven track record of managing onboarding programs and building long-term customer relationships.
• Strong project management and organisational skills.
• Excellent communication and presentation abilities.
• A proactive, solutions-oriented mindset, comfortable working in a fast-paced startup environment.
• Technical skillset and the ability to understand Customer Support requests.

Key Skills & Tools

• Familiarity with HubSpot, onboarding, and customer success platforms.
• Ability to analyse customer data and derive actionable insights.
• Strong technical aptitude and ability to quickly learn SaaS tools.
• Strong relationship management skills and the ability for critical thinking.
• Documentation and training content creation skills.

Bonus Points (Nice To Have)

• Experience working in a startup or fast-growing SaaS environment.
• Background or exposure to the trades and construction sector.
• Familiarity with using AI tools to enhance marketing efficiency and performance.

Why Loop Logics

• Work alongside a supportive leadership team that values action, autonomy, and outcomes.
• Flexible work options with a focus on results, not clocked hours.
• Contribute directly to the growth of a SaaS platform solving real-world problems for trades and construction businesses.
• Opportunity to help shape the future of the marketing function.
• Team camaraderie, fun events, and a fast-paced, collaborative culture.

Career Pathway

This role is designed as a springboard within the Customer Success organisation, with a clear path toward
Senior Customer Success Manager
for a high performer.