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Customer Success Manager

1 month ago

Melbourne, Victoria, Australia ReturnGO Full time

Customer Success Manager - Australian Market

Location: Australia (Remote)

Work Days: Monday- Friday

Hours: Australian 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 2700 stores around the world. We are a fast-scaling startup, where flexibility is crucial.

About the Role

We are seeking a proactive and customer-focused Customer Success Manager (CSM) to manage our customers during Australian business hours. The CSM will be responsible for onboarding, engaging, and ensuring long-term success for our customers in Australia and the US (West Coast). 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 in Australia ensuring a seamless onboarding experience.
  • Develop strong relationships with customers to understand their goals and drive product adoption.
  • Proactively identify opportunities to add value and address customer challenges.
  • 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.
Seniority level

Mid-Senior level

Employment type

Full-time

Industries

Technology, Information and Internet

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