EMEA Customer Success Manager – Cross-Border SaaS

Zonos; Utrecht; On-site; EUR 55,000 - 70,000; Full time

Benefits offered by this job

Salary: €55,000–€70,000 gross annually

10% annual target bonus

20–25 vacation days + Dutch public hol

Pension participation

International training at HQ in Utah

Global team & European growth

Job summary

Zonos is hiring a Customer Success Manager to join our European team in Utrecht. This role focuses on owning customer relationships, addressing questions via phone, email, and chat, and resolving technical issues with a collaborative approach across Sales, Product, and Engineering.

You’ll quickly become a power user of our products, supporting ecommerce merchants, carriers, and postal operators as they solve cross-border challenges.

Qualifications

• Strong technical aptitude and ability to become a power user of new software.
• Experience in customer success, account management, customer support, SaaS or another customer-facing role.
• Strong written and verbal communication in professional English.
• Genuine care for customers and a passion for helping them succeed.
• Enjoy solving complex, process-driven problems and taking ownership.

Responsibilities

• Act as a trusted consultant helping customers get the most out of Zonos products and have a great experience at every touchpoint.
• Serve as a primary contact for inquiries via phone, email, chat, and meetings.
• Diagnose and troubleshoot software issues, collaborate with technical teams to resolve cases.
• Build strong relationships with customers and partners across EMEA.
• Deliver customer value through advocacy, reviews, and case studies.
• Develop documentation, tech walkthroughs, and training resources for customers and internal teams.
• Collaborate with Sales, Product, and Engineering to relay feedback and drive product improvements.
• Identify opportunities for renewals, upgrades, and upsell with existing customers.
• Help scale customer success processes as we expand in Europe.

Skills

Technical aptitude

Customer success

Account management

SaaS

English communication

Independent / ownership

Tools

APIs

Software integrations

Job description

Zonos is hiring a Customer Success Manager to join our European team in Utrecht. This role focuses on owning customer relationships, addressing questions via phone, email, and chat, and resolving technical issues with a collaborative approach across Sales, Product, and Engineering.

You’ll quickly become a power user of our products, supporting ecommerce merchants, carriers, and postal operators as they solve cross-border challenges.