Head of Customer Success and Implementation

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Open (YC W24)

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2025

🤖 Artificial Intelligence

☁️ SaaS

🏢 Enterprise

Artificial Intelligence • SaaS • Enterprise

Open is a YC-backed company that provides an AI-driven customer support platform which automates and unifies support across channels (voice, chat, email, WhatsApp, Slack, social) for enterprise customers. Its single AI engine powers agents that handle conversations, execute workflows by calling APIs, ingest and keep knowledge fresh from documents and resolved tickets, and integrates with existing helpdesks like Zendesk, Salesforce, Intercom, HubSpot and Freshdesk. Open emphasizes security and compliance (SOC 2 Type II, GDPR-aligned, HIPAA- and PCI-ready), offers a $2M satisfaction guarantee for the first 120 days, and positions itself as a B2B SaaS solution for mission-critical customer support.

📋 Description

• 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

• 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. • You've built a Customer Success or Implementation function from the early stage, not just joined a mature one. • Domain experience in AI, customer support, fintech, or enterprise support operations. • You've carried or directly influenced retention and expansion targets.

🏖️ Benefits

• 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