Customer Success Manager, Europe (SaaS)

Location: Full-time, in-office role based in Utrecht, Netherlands, with occasional travel to customer and partner meetings across Europe.

Salary: €55,000–€70,000 gross annual base salary, including 8% holiday allowance, plus a 10% annual target performance bonus.

Company

hirify.global provides an AI operating system for cross-border trade, supporting ecommerce merchants, postal operators, carriers, marketplaces, and customs agencies across more than 200 countries.

What you will do

• Manage customer relationships and serve as the primary contact for inquiries, concerns, and technical issues across phone, email, chat, and meetings.
• Help customers adopt hirify.global products, diagnose software-related issues, and own cases through resolution in collaboration with technical teams.
• Build relationships with customers and partners across EMEA while understanding their businesses, challenges, and goals.
• Create customer-facing and internal documentation, including technical walkthroughs and training resources.
• Collaborate with Sales, Product, and Engineering to communicate feedback, resolve challenges, and support product improvements.
• Drive customer satisfaction, advocacy, retention, and growth through proactive engagement, reviews, testimonials, case studies, and upgrade or upsell opportunities.

Requirements

• Strong technical aptitude and the ability to quickly become a power user of new software, without requiring a software engineering background.
• Experience in customer success, account management, customer support, SaaS, or another customer-facing role.
• Fluent professional English and strong, concise communication and writing skills.
• Genuine customer focus, persistence in solving complex process-driven problems, and willingness to investigate unclear issues.
• Ability to work independently, take ownership, balance competing priorities, and remain self-motivated and resourceful.
• Enjoyment of collaboration across different countries, cultures, and time zones.

Nice to have

• Experience in ecommerce, logistics, cross-border trade, payments, or customs.
• Familiarity with APIs, software integrations, or technical troubleshooting.
• Additional European languages.
• Experience working with international customers or partners.

Culture & Benefits

• 20–25 vacation days per year depending on experience, plus applicable Dutch public holidays.
• Participation in Netherlands pension arrangements.
• Initial training at the headquarters in St. George, Utah, working directly with the US team.
• Professional growth opportunities as the European operations expand.
• Collaborative in-office environment in Utrecht with colleagues across Europe, the United States, and Australia.
• Occasional travel to customer and partner meetings across Europe.