Customer Success Manager

About the Company

8returns is an established SaaS company based in Berlin that makes returns in e-commerce easier, more automated, and more customer-friendly. We solve operational problems for fast-growing brands like 6PM, OACE, and SNOCKS, as well as established brands like Fielmann, Reebok, and FILA.

Responsibilities

• Onboarding & Enablement: Accompany new customers through implementation to ensure a successful start.
• Adoption & Value Creation: Build strong customer relationships and help clients extract continuous value from the platform.
• Customer Health & Churn Prevention: Monitor usage data and KPIs to identify risks early and develop mitigation measures.
• Renewal & Expansion: Prepare renewals and identify expansion potential in collaboration with Sales.
• Voice of the Customer: Collect customer feedback and work closely with Product and Support to improve the platform.
• AI & Process Improvement: Contribute ideas on how to effectively use AI and automation within Customer Success.

Requirements

• Initial relevant experience in Customer Success, Account Management, Consulting, or Support
• Strong customer orientation and ability to understand business models
• Very good communication skills in German and English
• Structured, reliable, and independent working style
• Interest in SaaS, E-Commerce, and digital products
• Proficiency with digital tools; experience with CRM or Customer Success tools is a plus

Preferred Qualifications

• Experience in E-Commerce, Retail, or Logistics environments
• Experience working with B2B customers
• Knowledge of KPIs such as Net Revenue Retention, Churn Rate, Adoption, or Customer Health Scores
• Experience working with AI-supported tools

Benefits

• Real responsibility from day one and freedom to implement your own ideas
• Direct influence on customer success and company growth
• Collaboration with strong e-commerce brands
• Close cooperation with founders, Sales, Product, and Support
• Short decision-making paths and pragmatic processes
• Office in the heart of Berlin and flexible remote work