About Returnly

At Returnly, we help brands that care about shopper loyalty offer better product returns. We are a financial technology services company that builds award-winning products that drive repurchase behavior and customer loyalty. We were backed at the beginning by smart money VCs in Fintech including some prominent members of the Paypal Mafia. Our headquarters are in San Francisco and we have offices in Chicago and Madrid. We are on a mission to de-risk online commerce and are building a team of amazingly talented people to help us do it.

Returnly has recently been acquired by Affirm, whose mission is to deliver honest financial products that improve lives. By building a new kind of payment network — one based on trust, transparency, and putting people first — Affirm empowers millions of consumers to spend and save responsibly and gives thousands of businesses the tools to fuel growth. 

About the Role

At Returnly, we value you as a whole person. We care about the skills you bring to the table, but more importantly, we care about the kind of person you are and the attitude you bring to the table. As a customer success manager, you will become a Returnly product expert – helping our customers deliver an A+ shopper experience. You’ll have a deep understanding of Returnly’s value proposition and will be comfortable communicating that to our customers. 

What you'll be doing:

• Learn the Returnly product inside and out and become a trusted expert for your customers.
• Enable your customers to be successful with Returnly by leading product trainings, providing advice on best practices and delivering product solutions to help customers achieve their goals. 
• Develop strategic relationships with key stakeholders within your book of business to increase customer retention and reduce churn risk. 
• Deliver business review meetings with customer teams to showcase the value of Returnly and secure renewals. 
• Work with internal teams to deliver positive results for both the customer and Returnly. 
• Engage with Returnly’s product team to translate customer feedback into product requirements.

You should have:

• 5-8 years work experience in client services, sales, support or account management at a SaaS company.
• You are excited about or have experience working closely with leading brands in the e-commerce space.
• Basic understanding of the direct-to-consumer ecosystem including the main e-commerce platforms and Returnly’s product.
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
• Strong interpersonal skills and experience building strong internal and external relationships.
• Track record of highly-professional customer service in a fast paced, dynamic environment.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Nice to have: Technical proficiency or interest in understanding how Returnly integrates with a client’s tech stack so you can troubleshoot and make product recommendations

Our values: 

Diversity - We are diverse, independent thinkers and still one team with one mission. 

Openness and empathy - We learn and grow by listening to our customers and each other. 

Integrity - We always do what’s right for our customers, Returnly and ourselves - in that order. 

Team - EQ is as important as IQ. We make time to help each other out. 

Commitment - We are curious and fearless. We own risk, outcomes and everything in between.

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