Generalist

Open; Amsterdam; Presencial; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

Open is an AI customer experience platform helping enterprise businesses automate support, outbound, sales, and understanding at scale. As a CSM, you will drive successful adoption, implement playbooks, and coordinate with engineering, support, and product to ensure a smooth post-sales experience.

You will onboard customers, manage API integrations, monitor health, and advocate for clients to guide ROI, renewals, and feature requests. CET hours, startup vibe, equity offered.

Formación

• Onboard enterprise customers and manage post-sales success.
• Experience integrating with ticketing systems and workflows.
• Experience with AI tools and prompt engineering is a plus.
• Ability to coordinate across engineering, support, and product teams.

Responsabilidades

• Onboard customers and ensure successful platform implementation, serving as liaison between customers and engineering.
• Manage integrations with ticketing systems and workflows, establishing clear processes.
• Lead 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 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.

Conocimientos

Customer Success

SaaS

Enterprise software

CRM tools

API integrations

Project management

Stakeholder management

AI tools

Educación

Bachelor's degree (Business/CS/Communications)

Herramientas

Salesforce

HubSpot

Workflow automation tools

Descripción del empleo

Open is an AI customer experience platform that helps enterprise businesses automate support, outbound, sales, and customer understanding 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.

• 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 experience, 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.