Customer Success Manager, Europe

Zonos is the AI operating system for cross-border trade, powering everything from checkout to customs clearance for more than 50,000 ecommerce merchants and 70+ postal operators across 200+ countries. We help businesses grow globally by removing the complexity of international commerce, calculating, collecting, and guaranteeing duties, taxes, and fees at checkout so shoppers see the true total cost upfront, eliminating surprise charges at delivery and the burden of managing country-specific tax requirements.

Beyond ecommerce, Zonos supports carriers, postal operators, marketplaces, and customs agencies with AI-driven tools that infer and validate key customs data, including HS codes, country of origin, and customs value, alongside licensed customs brokerage services that ensure goods move compliantly and efficiently across borders.

Overview

Zonos is hiring a Customer Success Manager to join our growing European team in Utrecht. We're looking for someone who can be a trusted partner our customers can count on. You'll own customer relationships, answer questions across phone, email, and chat, and dig into technical issues until they're actually resolved. You'll also be the voice of our customers internally, bringing what you hear back to Sales, Product, and Engineering.

The role sits at the intersection of people skills and technical aptitude. Our customers include ecommerce businesses, carriers, and postal operators solving complicated cross-border challenges, so you'll need to become a power user of our products quickly and stay curious about how their businesses and systems work.

Done well, great customer success turns into advocacy: reviews, testimonials, case studies, and customers who grow with us.

As we expand our presence in EMEA, you'll have the opportunity to help build customer relationships, shape our processes, and make a direct impact on our growth in the region.

This is a full-time, in-office role based in Utrecht, Netherlands, with occasional travel to customer and partner meetings across Europe.

What you'll do

• 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 point of contact for customer inquiries, concerns, and technical issues via phone, email, chat, and meetings.
• Diagnose and troubleshoot software-related issues, taking ownership through resolution. Work with technical teams on complex cases and ensure timely follow-up.
• Build strong relationships with customers and partners across EMEA, understanding their businesses, challenges, and goals.
• Create customer advocacy by delivering value and helping customers succeed.
• Develop helpful customer-facing and internal documentation, including technical walkthroughs and training resources.
• Collaborate with Sales, Product, and Engineering to communicate customer feedback, resolve challenges, and support product improvements.
• Proactively engage with existing customers to ensure ongoing satisfaction, identify potential issues, and explore upgrade or upsell opportunities.
• Identify opportunities for customers to become Zonos advocates through G2 reviews, Shopify App reviews, NPS, CSAT, testimonials, and case studies.
• Help improve and scale customer success processes as we continue growing our European operations.
• And more!

You could be a strong addition to the team if you...

• Have strong technical aptitude and can quickly become a power user of new software, even without a software engineering background.
• Have experience in customer success, account management, customer support, SaaS, or another customer-facing role.
• Are a strong, concise communicator and writer, with fluent professional English.
• Genuinely care about customers, understand their challenges, and enjoy helping them succeed.
• Have a passion for solving complex, process-driven problems and don't give up when the answer isn't immediately obvious.
• Are comfortable working independently, taking ownership, and balancing competing priorities.
• Are self-motivated, resourceful, and eager to tackle new challenges.
• Enjoy collaborating with people across different countries, cultures, and time zones.

Even better if you...

• Have experience in ecommerce, logistics, cross-border trade, payments, or customs.
• Are familiar with APIs, software integrations, or technical troubleshooting.
• Speak additional European languages.
• Have experience working with international customers or partners.

What we offer

• Compensation: €55,000–€70,000 gross annual base salary, including 8% holiday allowance, depending on experience and demonstrated impact. We're focused on finding the right person and are willing to be flexible for exceptional talent.
• Performance bonus: 10% annual target bonus tied to performance.
• Paid time off: 20 to 25 vacation days a year, depending on experience, plus applicable Dutch public holidays.
• Pension: Participation in our Netherlands pension arrangements.
• International experience: Initial training at our headquarters in St. George, Utah, working directly with our US team and getting to know the business.
• Professional growth: Opportunities to take on new challenges and grow as we expand across EMEA.
• Global team: Work alongside colleagues in Europe, the United States, and Australia.
• Collaborative environment: Join our growing Utrecht office and help shape our European operations.