Customer Success Manager (m/w/d)

Customer Success Manager

8returns is an established SaaS company from Berlin that makes returns in e-commerce easier, more automated, and 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. Our platform helps online retailers manage returns more efficiently, improve customer experiences, and gain valuable insights from returns.

We work pragmatically, close to the customer, and with a lot of self-responsibility.

About the Role

As a Customer Success Manager, you will be an important interface between our customers, our product, and our team. You will accompany customers from onboarding to renewal, help them use 8returns successfully, and ensure that the collaboration creates measurable value.

The role is ideal for someone who wants to take responsibility, likes working with customers, and is eager to actively shape customer success at 8returns. You don't have to have done everything before - what matters more are structure, initiative, willingness to learn, and the desire to really make a difference.

Your Tasks

• Onboarding & Enablement: You will accompany new customers during implementation and ensure a successful start with 8returns.
• Adoption & Value Creation: You will build strong customer relationships and help customers continuously derive more value from 8returns.
• Customer Health & Churn Prevention: You will monitor usage data and KPIs, recognize risks early, and develop appropriate measures.
• Renewal & Expansion: You will prepare renewals and identify meaningful expansion potentials together with Sales.
• Voice of the Customer: You will collect customer feedback and work closely with Product and Support to improve our platform.
• AI & Process Improvement: You will bring in ideas on how we can use AI and automation effectively in customer success.

What You Bring

• First relevant experience in customer success, account management, consulting, support, or in a customer-oriented role
• Strong customer orientation and the ability to quickly think about business models and operational challenges
• Very good communication skills in German and English
• A structured, reliable, and self-responsible working method
• The will to take responsibility and actively drive things forward
• Interest in SaaS, e-commerce, digital products, and operational processes
• Confident use of digital tools; experience with CRM, support, or customer success tools is a plus

Bonus Points If

• You have experience in the e-commerce, retail, or logistics environment
• You have already worked with B2B customers
• You know KPIs like net revenue retention, churn rate, adoption, or customer health scores
• You have already worked with AI-supported tools

What We Offer

• Real responsibility from day one and the freedom to implement your own ideas
• Direct influence on the success of our customers and the growth of 8returns
• Collaboration with strong e-commerce brands and well-known brands
• Close cooperation with founders, sales, product, and support
• Short decision-making paths, pragmatic processes, and little politics
• An office in the heart of Berlin and flexible remote work

We are looking for people who think along, take responsibility, and want to build something together with us.

If you like working closely with customers, want to solve operational problems, and are looking for an environment where your ideas don't get lost in endless discussions, we look forward to your application.