Head of Customer Success and Implementation, Europe
Netherlands · Full Time
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- Experience
- 8–10 yrs
- Salary
- —
- Openings
- 1
- Posted
- 3 weeks ago
- Work mode
- In office
- Eligibility
- Professionals based in Western Europe, ideally Germany, the United Kingdom, or the Netherlands, who can work across CET business hours and travel to customers as needed. The role is targeted at candidates with strong enterprise B2B SaaS customer success and implementation experience.
- Resume
- Required to apply
Job description
The company
Open is developing AI that steps in when the stakes are highest: a full customer communication engine trusted by major enterprises for their most critical conversations. Across Europe, the product is already supporting customer interactions for companies such as MoneyGram, Mollie, TicketSwap, Viva.com, More.com, Trunkrs, and FareHarbor, helping handle millions of messages with an average automation rate of 77% and accuracy above 99%. The business is priced on outcomes rather than seats and is backed by Y Combinator, Pioneer Fund, and Spacetime. Its focus is on large enterprises with sophisticated support requirements.
About the role
This position starts as a highly hands-on role and is expected to evolve into a leadership position with team-building responsibility. In the early months, you will essentially be the implementation function; within a year, you are expected to be leading that function.
What you'll do
- Individually manage enterprise implementations from contract signature through to live production, working alongside the customer engineering team to define scope, design integrations with helpdesk and workflow systems such as Zendesk, HubSpot, Salesforce, Intercom, Freshdesk, and similar tools, and ensure the AI agents are handling real customer conversations.
- Drive customers to live usage and measurable value, treating a successful go-live and production automation at scale as the real success criteria, and removing every obstacle between signing and outcome.
- Handle complex enterprise engagement cycles by partnering with sales and engineering across long deals involving multiple stakeholders, security assessments, data transfers, and legacy environments, while keeping both business and technical teams aligned from pre-sales through expansion.
- Create a repeatable implementation playbook, document what works, then recruit, coach, and lead the Customer Success and Implementation team across Europe to the standard you establish.
- Represent the customer internally by translating frontline insights into better onboarding, product improvements, and stronger retention, while working closely with founders and engineers who speak with customers regularly.
Requirements
What you need to bring
- 8–10+ years of experience in customer success, implementation, professional services, or solutions/onboarding leadership at an enterprise B2B SaaS company, with strong depth in technical implementation.
- A proven history of leading complex enterprise deployments end to end, including integrations, APIs, data migration, and taking customers into live production.
- Comfort operating as a player-coach: delivering directly now while hiring and building a team for the future.
- Experience managing long and complex enterprise sales and implementation cycles, including senior stakeholder management on both customer and internal sides.
- Working knowledge of CRM and support platforms such as Salesforce, HubSpot, Zendesk, Intercom, Freshdesk, along with modern AI tools used by the team.
- Based in Western Europe, ideally Germany, the United Kingdom, or the Netherlands, with availability during CET business hours and willingness to travel to customers when needed.
Preferred background
- Experience building a Customer Success or Implementation function from an early-stage environment rather than joining an established team.
- Exposure to AI, customer support, fintech, or enterprise support operations.
- Experience owning or materially influencing retention and expansion goals.
Benefits and values
Open’s culture is built around trust, customer devotion, pride in craft, purposeful momentum, and community and care. The company aims to act consistently, prioritize real customer needs, maintain high quality in the work, move quickly with intent, and support each other as whole people.
What the company offers
Full-time employees receive a benefits package that includes flexible paid time off, medical/dental/vision coverage for employees and their families, parental leave, fertility and family-building support, and premium work equipment plus a home-office setup. These benefits are described further in the company policies and may change in line with applicable compensation and benefits plans. Eligible full-time employees may also participate in the company’s equity plans, subject to the relevant plan and policy terms.