Head of Customer Success and Implementation
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 13h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 120d ago
The date the source published, not the day we noticed it (2026-07-05). Last seen at its source 4h ago.
We have tracked this listing since 23 Oct 2026 (10 days). The employer's own board has carried it every time we have read it, most recently 4 hours ago.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
Germany, United Kingdom, The Netherlands
The description states no restriction of its own. This is the source's own tag.
Pay not stated
Similar roles pay $85k–123k/yr
Middle 50% of 17 listings that do state pay — Customer · all levels · Europe · USD/year. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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Workable employer's own board first seen 10d ago · last seen 4h ago
The listing
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.