Customer Success Manager (m/w/d)
Core
Managing customer onboarding, adoption, and retention for an e-commerce returns SaaS platform serving major retail brands.
Role type
Customer Success Manager
Builds
SaaS platform for automated returns management
Domain
E-commerce / Retail / Logistics
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer success or account management experience, strong German and English communication, structured and self-driven work style, interest in SaaS and e-commerce
Preferred skills
Experience in e-commerce, retail, or logistics, B2B client experience, knowledge of NRR/Churn metrics, AI tool experience
Technologies
CRM, Support, Customer-Success tools
Responsibilities
Guide new customers through implementation and onboarding, build strong customer relationships to drive value, monitor usage data and KPIs to prevent churn, prepare renewals and identify expansion opportunities, collect customer feedback for product improvement, propose ideas for AI and automation in customer success
Seniority
Individual Contributor, early-career to mid-level