About the job
About 8returns
8returns is an innovative SaaS company revolutionizing the returns process in e-commerce. We empower online retailers to create simpler, more sustainable, and customer-friendly return processes.
About the Role
As a Customer Success Manager, you will serve as the vital link between our clients and our product. Your mission is to actively shape the customer journey from onboarding to renewal, delivering measurable value to our clients and fostering long-term partnerships.
Responsibilities
Onboarding & Enablement: Guide new clients through implementation and ensure they effectively utilize the platform.
AI Potential: Collaborate with our team to identify how AI can be leveraged to resolve customer inquiries faster, automate feedback analysis, and enhance customer experiences.
Adoption & Value Creation: Build strong relationships, provide strategic advice, and ensure clients continuously derive value from 8returns.
Success Measurement: Monitor health scores, usage metrics, and KPIs to ensure customer satisfaction and retention.
Renewal & Expansion: Proactively identify upselling and cross-selling opportunities and collaborate with sales on expansion strategies.
Churn Prevention: Develop initiatives to detect risks early and prevent cancellations.
Voice of the Customer: Systematically gather customer feedback and work closely with product teams to continuously enhance the platform.
Requirements
At least 2-3 years of experience in Customer Success, Account Management, or Consulting, ideally within a B2B SaaS environment.
Customer-oriented mindset with the ability to translate client business goals into value through our solutions.
Strong communication and presentation skills in both German and English.
Proficient with CRM and Customer Success tools (e.g., Attio, HubSpot, Intercom, Zendesk, Delighted).
Structured, self-driven work ethic with a passion for proactively solving problems.
Fluent communication skills in German and English.

