Head of Customer Success and Implementation

The company

Open is building the AI that answers when it matters most — the complete customer communication engine that leading enterprises trust for their hardest, highest-stakes conversations. If you live in Europe, there's a good chance our AI has already helped you. Companies like MoneyGram, Mollie, TicketSwap, Viva.com, More.com, Trunkrs, and FareHarbor (a Booking.com company) rely on Open to handle millions of customer interactions — at a 77% average automation rate and 99%+ accuracy, priced on outcomes rather than seats. We're backed by Y Combinator, Pioneer Fund, and Spacetime, and we focus on large enterprises with the most sophisticated support needs.

The role

It begins hands-on and grows into a team you will build and lead. In your first months you are the implementation team; within a year, you are leading one.

What you'll do

• Own implementation personally — take enterprise customers from signed contract to live production in collaboration with our customer engineering team: scoping each deployment, designing integrations with their helpdesk and workflows (Zendesk, HubSpot, Salesforce, Intercom, Freshdesk, and more), and getting their AI agents resolving real conversations.

• Get customers live, and to value — a kickoff call is not success; a customer automating at scale in production and renewing because the ROI is undeniable is. You will own go-live as the metric that matters and clear every blocker between signature and success.

• Navigate complex enterprise cycles — partner closely with sales and engineering through long, high-stakes deals with many stakeholders, security reviews, data migrations, and legacy systems, keeping business and technical stakeholders aligned from pre-sales scoping to post-sales expansion.

• Build the playbook, then the team — codify what works into a repeatable implementation methodology, then hire and lead the Customer Success and Implementation team across Europe, coaching them to the bar you have set.

• Be the voice of the customer — turn what you learn on the front line into sharper onboarding, a better product, and stronger retention, working directly with our founders and engineers, who talk to customers every day.

Requirements

What you'll bring

• 8–10+ years in customer success, implementation, professional services, or solutions and onboarding leadership at an enterprise B2B SaaS company, with genuine depth in technical implementation.

• A track record of personally leading complex enterprise deployments end to end — integrations, APIs, data migrations, and getting customers into live production.

• The ability to operate as a player-coach: hands-on delivering today, hiring and building a team tomorrow.

• Experience navigating long, complex enterprise sales and deployment cycles, and managing senior stakeholders on both the customer and internal sides.

• Fluency with CRM and support tooling (Salesforce, HubSpot, Zendesk, Intercom, Freshdesk) and the modern AI tools your team will build on.

• Based in Western Europe — ideally Germany, the United Kingdom, or the Netherlands — able to work across CET business hours and to travel to customers when it counts.

Even better

• You've built a Customer Success or Implementation function from the early stage, not just joined a mature one.

• Domain experience in AI, customer experience, fintech, or enterprise support operations.

• You've carried or directly influenced retention and expansion targets.

Benefits

Our values

• Trust — we earn trust through consistency and care: we listen fully, communicate clearly, and honor our commitments.

• Customer Devotion — we put real people at the heart of every decision, learn their goals, and shape solutions that genuinely help them grow.

• Pride in the Craft — we treat our work as something worth doing beautifully; details matter, and we refine until it feels lasting.

• Purposeful Momentum — we move quickly but never chaotically: with clarity, intention, and optimism, treating challenges as chances to grow.

• Community & Care — we're at our best when we support each other as whole human beings, celebrating milestones and respecting boundaries.

What we offer

We want our benefits to reflect our values, and offer the following to full-time employees:

• Flexible paid time off

• Medical, dental, and vision benefits for you and your family

• Parental leave

• Fertility and family-building benefits

• Top-tier work equipment and home-office setup

These benefits are further detailed in Open's policies and are subject to change, consistent with the terms of any applicable compensation or benefits plans. Eligible full-time employees can participate in Open's equity plans subject to the terms of those plans and policies.