Customer Success Manager

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Open (YC W24)

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2025

🤖 Intelligence artificielle

☁️ SaaS

🏢 Entreprise

Artificial Intelligence • SaaS • Enterprise

Open est une entreprise soutenue par YC qui fournit une plateforme de support client alimentée par l'IA, laquelle automatise et unifie le support sur différents canaux (voix, chat, e-mail, WhatsApp, Slack, réseaux sociaux) pour les clients entreprise. Son moteur AI unique alimente des agents qui gèrent les conversations, exécutent des workflows via des appels API, ingèrent et maintiennent à jour les connaissances à partir de documents et de tickets résolus, et s'intègre avec les helpdesks existants comme Zendesk, Salesforce, Intercom, HubSpot et Freshdesk. Open met l'accent sur la sécurité et la conformité (SOC 2 Type II, aligné GDPR, prêt pour HIPAA et PCI), offre une garantie de satisfaction de 2 millions de dollars pour les 120 premiers jours, et se positionne comme une solution SaaS B2B pour le support client essentiel.

Description

• - Onboard customers and ensure successful platform implementation, serving as a liaison between customers and engineering. • - Manage integrations with ticketing systems and workflows, and establish clear work processes. • - Lead complex technical onboarding involving API integrations, system design, and data migrations. • - Resolve escalations as primary technical contact, collaborating with engineering to fix bugs. • - Advise on security protocols, authentication, and infrastructure scaling best practices. • - Audit usage data to optimize platform performance and identify underutilized features. • - Translate technical documentation into clear training resources for non-technical teams. • - Conduct business review health checks to align product performance with client goals. • - Proactively monitor customer health to prevent churn and identify growth opportunities. • - Drive account growth by identifying expansion options and secure renewals by demonstrating ROI. • - Advocate for customers by converting feedback into structured product feature requests.

🎯 Exigences

• - 3-5 years of Customer Success Manager experience onboarding enterprise customers, managing post-sales relationships in SaaS, working in startup environments, and handling technical integrations with ticketing systems. • - Experience with CRM tools such as Salesforce or HubSpot, along with workflow automation tools. • - Experience using AI tools, including prompt engineering and AI-based integrations. • - Experience with project scoping, structured implementation processes, and creating onboarding playbooks that define clear work processes and workflows. • - Experience managing senior stakeholders and acting as a bridge between customers and engineering, including coordinating across engineering, support, and product teams. • - Availability during CET business hours and flexibility to support enterprise customers across different time zones. • - Bachelor's degree in business, communications, computer science, or a related field is a plus. • - Domain experience in enterprise SaaS, AI customer support, or support operations is a plus.

🏖️ Avantages

• **What We Offer** • - YC-backed with real traction we are in-market, growing, and trusted by enterprise names you know. • - Outsized career trajectory early team members grow into leadership as we scale globally. • - Real ownership your work will be seen, felt, and talked about company-wide. • - High-trust team no politics, no bureaucracy; we move fast and support each other. • - Competitive compensation top-of-market salary plus equity and full benefits.