Head of Customer Success and Implementation, Europe
Open · TELECOMMUTE · Posted Jul 5, 2026
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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.