Head of Customer Success and Implementation, Europe

About the Company

Open builds AI that steps in when customer conversations matter most. It is designed as a full customer communication engine for enterprises handling difficult, high-impact support interactions. Across Europe, many customers are already being supported by this AI in the background. Well-known companies such as MoneyGram, Mollie, TicketSwap, Viva.com, More.com, Trunkrs, and FareHarbor, which is part of Booking.com, use Open to manage millions of customer conversations with an average automation rate of 77% and accuracy above 99%, with pricing based on outcomes rather than seat counts. The company is supported by Y Combinator, Pioneer Fund, and Spacetime, and concentrates on large enterprise organizations with demanding support requirements.

The Role

This position starts as a hands-on individual contributor role and expands into leadership. During the first few months, you will effectively act as the implementation function yourself; over time, you will be expected to lead and build that team.

What You Will Do

• Independently manage implementations for enterprise clients, guiding them from signed agreement to production launch in partnership with the customer engineering team, including scoping deployments, planning integrations with helpdesk systems and workflows such as Zendesk, HubSpot, Salesforce, Intercom, Freshdesk, and others, and helping AI agents begin resolving real customer cases.
• Drive customers to live usage and measurable value, treating successful production automation and renewal based on strong ROI as the real definition of success, while removing blockers that stand between contract signature and implementation completion.
• Handle complex enterprise sales and delivery processes by working closely with sales and engineering on multi-stakeholder deals, security assessments, data migration work, and legacy system constraints, keeping both commercial and technical audiences aligned from pre-sales through expansion.
• Create a repeatable implementation approach, document best practices into a scalable playbook, and then hire, coach, and lead the Customer Success and Implementation team across Europe.
• Represent the customer internally by turning frontline learnings into improved onboarding, stronger product decisions, and better retention, in direct collaboration with founders and engineers who are customer-facing every day.

Requirements

• At least 8–10+ years of experience in customer success, implementation, professional services, or leadership in solutions/onboarding within an enterprise B2B SaaS environment, with substantial technical implementation depth.
• Proven ability to personally run complex enterprise deployments from start to finish, including integrations, APIs, data migration, and bringing customers into live production.
• Comfort operating as a player-coach: contributing directly now while also hiring and building the team for the future.
• Experience managing long and complicated enterprise sales and rollout cycles, including senior stakeholders on both client and internal sides.
• Strong working knowledge of CRM and support platforms such as Salesforce, HubSpot, Zendesk, Intercom, and Freshdesk, along with modern AI tools.
• Location requirement: based in Western Europe, ideally Germany, the United Kingdom, or the Netherlands, with ability to work CET business hours and travel to customers when needed.

Preferred Profile

• Previous experience building a Customer Success or Implementation function from an early-stage environment rather than joining an already mature team.
• Experience in AI, customer support, fintech, or enterprise support operations.
• Exposure to retention and expansion targets, either by directly owning them or influencing them significantly.

Benefits and Values

Open’s culture is grounded in five principles: trust built through consistency and care; customer devotion that keeps real users at the center of decisions; pride in the craft with strong attention to detail; purposeful momentum that values speed with clarity and intention; and community and care, where people are supported as whole human beings and boundaries are respected.

For full-time employees, the company offers flexible paid time off, medical/dental/vision coverage for employees and their families, parental leave, fertility and family-building support, and high-quality work equipment plus a home-office setup. These benefits are described further in company policies and may change according to the terms of applicable compensation or benefits plans. Eligible full-time employees may also participate in equity plans, subject to the relevant plan documents and policies.

Additional Information

This role is intended for full-time employees. The position is based in the United Kingdom and is onsite. The company’s benefits and equity participation are available to eligible full-time employees under the applicable plan terms.