[Hiring] Head of Customer Success and Implementation @Open

Role Description

The role begins hands-on and grows into a team you will build and lead. In your first months, you are the implementation team; within a year, you are leading one.

What you'll do

• 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.

Qualifications

• 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.

Requirements

• 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