Head of Customer Success and Implementation, Europe

About the company

Open is creating an AI system designed to step in when customer conversations matter most. It powers the full customer communication workflow that major enterprises depend on for their most challenging, high-impact interactions. Across Europe, many customers are already being helped by Open’s AI, including companies such as MoneyGram, Mollie, TicketSwap, Viva.com, More.com, Trunkrs, and FareHarbor (part of Booking.com). The platform manages millions of customer exchanges, averaging 77% automation and more than 99% accuracy, and it is priced based on outcomes instead of seat counts. Backed by Y Combinator, Pioneer Fund, and Spacetime, Open serves large enterprises with highly complex support requirements.

Role overview

This position starts as a very hands-on function and develops into a leadership role where you will eventually build and lead a team. In the early months, you will effectively act as the implementation team; over time, you will transition into leading one.

What you'll do

• Personally manage enterprise implementations from contract signature through to live production, working with the customer engineering team to define scope, connect systems, and configure integrations with helpdesk and workflow tools such as Zendesk, HubSpot, Salesforce, Intercom, Freshdesk, and similar platforms.
• Drive customers to meaningful outcomes by ensuring they reach production usage at scale and see clear value, with go-live and renewal driven by measurable ROI as the key indicators of success.
• Handle complex enterprise sales and delivery cycles by partnering with sales and engineering on deals involving many stakeholders, security checks, data transfers, and older systems, while keeping business and technical teams aligned from pre-sales through expansion.
• Create repeatable processes by documenting what works into a consistent implementation approach, then recruiting, coaching, and leading the Customer Success and Implementation team across Europe.
• Serve as the customer advocate by translating frontline insights into better onboarding, product improvements, and stronger retention in close collaboration with founders and engineers who regularly speak with customers.

Requirements

• 8 to 10+ years of experience in customer success, implementation, professional services, or solutions and onboarding leadership within an enterprise B2B SaaS environment, with substantial technical implementation exposure.
• Proven experience leading end-to-end enterprise deployments, including integrations, APIs, data migration, and moving customers into live production.
• Strong player-coach capability: able to deliver directly while also hiring, shaping, and scaling a team.
• Comfort working through lengthy and complex enterprise sales and deployment processes, including coordination with senior stakeholders on both customer and internal teams.
• Hands-on familiarity with CRM and support systems such as Salesforce, HubSpot, Zendesk, Intercom, and Freshdesk, plus modern AI tools used in similar workflows.
• Located in Western Europe, ideally Germany, the United Kingdom, or the Netherlands, with the ability to work on CET business hours and travel to customers when required.
• Additional advantage: prior experience building a Customer Success or Implementation function from an early-stage environment.
• Additional advantage: background in AI, customer support, fintech, or enterprise support operations.
• Additional advantage: experience owning or directly shaping retention and expansion targets.

Benefits and values

Open emphasizes five core values: Trust, Customer Devotion, Pride in the Craft, Purposeful Momentum, and Community & Care. The company describes these as a commitment to consistent communication, customer-centered decision-making, high-quality work, disciplined speed, and supportive collaboration with respect for personal boundaries.

What we offer

Full-time employees are eligible for the following benefits:

• Flexible paid time off
• Medical, dental, and vision coverage for employees and their families
• Parental leave
• Fertility and family-building support
• High-quality work equipment and a home-office setup

Additional terms

Benefits are described in Open’s internal policies and may change in line with applicable compensation or benefits plans. Eligible full-time employees may take part in Open’s equity plans, subject to the terms of those plans and policies.