CSM (Customer Success Manager)

Open; Amsterdam; On-site; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Equity

Full benefits

Top-of-market compensation

Job summary

Open is an AI customer support platform enabling enterprises to automate customer interactions at scale. As a Customer Success Manager, you will drive successful adoption and long-term value, coordinating across customers and internal teams to ensure smooth post-sales experiences.

You will lead technical onboarding including API integrations and data migrations, advise on security and scaling, and translate technical docs into training resources for non-technical users.

Qualifications

• 3–5 years in enterprise SaaS customer success onboarding post-sales relationships.
• Experience with CRM tools such as Salesforce or HubSpot and workflow automation.
• Experience using AI tools, including prompt engineering and AI-based integrations.
• Experience with project scoping, structured implementation processes, and onboarding playbooks.
• Experience coordinating across engineering, support, and product teams with senior stakeholders.
• Availability during CET business hours and willingness to support enterprise customers across time zones.
• Bachelor’s degree in business, communications, computer science, or related field is a plus.
• Domain experience in enterprise SaaS, AI customer support, or support operations is a plus.

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 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.

Skills

Customer Success

Enterprise SaaS

CRM tools

AI tools / prompt engineering

Project scoping

Stakeholder management

Education

Bachelor’s degree

Tools

Salesforce

HubSpot

Job description

Open is an AI customer support platform that helps enterprise businesses automate customer interactions at scale. Working at the intersection of software, support operations, and AI, the team focuses on building practical solutions that improve how customers are supported and how internal teams operate.

As a CSM (Customer Success Manager), you will play a key role in helping customers adopt the platform successfully and get long-term value from it. This role sits close to both customers and internal teams, with a strong focus on implementation, coordination, and operational clarity. You will help shape a smooth post-sales experience while supporting complex customer needs and ensuring technical and business stakeholders stay aligned.

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 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.

Qualifications

• 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.

What We Offer

• YC-backed with real tractionwe are in-market, growing, and trusted by enterprise names you know.
• Outsized career trajectoryearly team members grow into leadership as we scale globally.
• Real ownershipyour work will be seen, felt, and talked about company‑wide.
• High-trust teamno politics, no bureaucracy; we move fast and support each other.
• Competitive compensationtop‑of‑market salary plus equity and full benefits.