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Job Description
Customer Success Manager guiding enterprise onboarding, integrations, and renewals for Open’s AI customer experience platform. Bridging customers, engineering, and business stakeholders.
Responsibilities:
- 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 the 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
Requirements:
- 3-5 years of Customer Success Manager experience onboarding enterprise customers
- Experience managing post-sales relationships in SaaS
- Experience working in startup environments
- Experience handling technical integrations with ticketing systems
- Experience with CRM tools such as Salesforce or HubSpot
- Experience with workflow automation tools
- Experience using AI tools, including prompt engineering and AI-based integrations
- Experience with project scoping and structured implementation processes
- Experience creating onboarding playbooks defining clear work processes and workflows
- Experience managing senior stakeholders and bridging customers and engineering
- Experience coordinating across engineering, support, and product teams
- Availability during CET business hours
- 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 experience, or support operations is a plus
Benefits:
- YC-backed with real traction; in-market, growing, and trusted by enterprise names
- Outsized career trajectory with opportunities for early team members to grow into leadership
- Real ownership and company-wide visibility
- High-trust team environment with no politics or bureaucracy
- Competitive, top-of-market salary
- Equity
- Full benefits
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