Customer Success Manager

Customer Success Manager

Work Days: Monday–Friday

Hours: Working primarily APAC business hours, across global time zones.

Location: Israel (This role is based in Israel with flexibility to work remotely during APAC business hours)

About ReturnGO

ReturnGO is a well-funded startup that has developed a returns management platform to help eCommerce stores easily manage the post-purchase process. Flexible, smart, and AI-driven, ReturnGO helps reduce refunds while decreasing logistics and waste costs. With a customizable, branded self-service return portal, customers can easily request returns and exchanges, and stores can optimize their processes to retain and maximize revenue while promoting sustainability. Founded in 2020, ReturnGO is headquartered in Ramat Gan, Israel, and powers post-purchase for over 2,700 stores around the world. We are a fast-scaling startup, where flexibility is crucial.

The Customer Success Manager will be responsible for managing our existing customer accounts located globally. You will work closely with Sales, Product, and Support to represent your customers’ needs and ensure their long-term success. This role requires excellent communication skills, a problem-solving mindset, and a strong understanding of SaaS solutions.

Key Responsibilities:

• Act as the primary point of contact for customers (mainly located in APAC).
• Develop strong relationships with customers to understand their goals and drive product adoption.
• Provide ongoing training, best practices, and strategic guidance to help customers maximize their use of ReturnGO.
• Monitor customer health metrics and take action to prevent churn.
• Collaborate with the Support, Product, and Sales teams to advocate for customer needs and influence product development.
• Manage renewals and expansions, ensuring continued success and growth.
• Conduct regular business reviews with customers to measure success and identify improvement areas.

Requirements:

• 3+ years of experience in Customer Success, Account Management, or a related field within a SaaS company.
• Strong understanding of e-commerce, returns management, or logistics is a plus.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Ability to work autonomously and manage multiple customer relationships effectively.
• Problem-solving mindset with a customer-first approach.