# Head of Customer Success and Implementation, Europe > Open · Germany (Remote) · Full-time · Posted 2026-07-05 **Workplace:** remote ## Description ### The company Open is building the AI that answers when it matters most — the complete customer communication engine that leading enterprises trust for their hardest, highest-stakes conversations. If you live in Europe, there's a good chance our AI has already helped you. Companies like MoneyGram, Mollie, TicketSwap, Viva.com, More.com, Trunkrs, and FareHarbor (a Booking.com company) rely on Open to handle millions of customer interactions — at a 77% average automation rate and 99%+ accuracy, priced on outcomes rather than seats. We're backed by Y Combinator, Pioneer Fund, and Spacetime, and we focus on large enterprises with the most sophisticated support needs. ### The role It 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. ## Requirements ### What you'll bring - 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. ### Even better - 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 ### Our values - Trust — we earn trust through consistency and care: we listen fully, communicate clearly, and honor our commitments. - Customer Devotion — we put real people at the heart of every decision, learn their goals, and shape solutions that genuinely help them grow. - Pride in the Craft — we treat our work as something worth doing beautifully; details matter, and we refine until it feels lasting. - Purposeful Momentum — we move quickly but never chaotically: with clarity, intention, and optimism, treating challenges as chances to grow. - Community & Care — we're at our best when we support each other as whole human beings, celebrating milestones and respecting boundaries. ### What we offer We want our benefits to reflect our values, and offer the following to full-time employees: - 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 These benefits are further detailed in Open's policies and are subject to change, consistent with the terms of any applicable compensation or benefits plans. Eligible full-time employees can participate in Open's equity plans subject to the terms of those plans and policies. ## Apply [Apply at Open](https://apply.workable.com/open-252/j/026FAAFABD/apply) --- Powered by [Workable](https://www.workable.com)