Customer Success Manager – AI Support Platform

About the role

Open is an AI‑powered customer support platform helping enterprise businesses automate interactions at scale. As a Customer Success Manager you will guide customers through implementation, ensure they extract long‑term value, and act as the bridge between client teams and our engineering group.

Key responsibilities

• Onboard enterprise customers and oversee successful platform implementation.
• Manage integrations with ticketing systems, APIs, and workflow automation tools.
• Lead complex technical onboarding, including system design and data migrations.
• Serve as the primary technical contact for escalations and coordinate bug fixes with engineering.
• Advise on security protocols, authentication, and infrastructure scaling best practices.
• Audit usage data to optimise performance and surface under‑utilised features.
• Translate technical documentation into clear training resources for non‑technical users.
• Conduct health‑check business reviews and monitor customer health to prevent churn.
• Identify expansion opportunities, drive account growth, and secure renewals by demonstrating ROI.
• Collect customer feedback and convert it into structured product feature requests.

Required profile

• 3‑5 years of Customer Success experience with enterprise SaaS customers.
• Proven track record managing post‑sales relationships and technical integrations.
• Experience with CRM tools such as Salesforce or HubSpot and workflow automation platforms.
• Familiarity with AI tools, prompt engineering, and AI‑based integrations.
• Strong project‑scoping and implementation process skills, including onboarding playbooks.
• Ability to work with senior stakeholders and coordinate across engineering, support, and product teams.
• Availability during CET business hours and flexibility for global customers.
• Bachelor’s degree in business, communications, computer science or related field is a plus.

Required skills

• Salesforce
• HubSpot
• API integrations
• Ticketing system integrations
• Data migration
• Security protocols & authentication
• Infrastructure scaling
• AI tools & prompt engineering
• Workflow automation tools

What we offer

• YC‑backed company with strong market traction and enterprise customers.
• Fast‑track career growth; early team members can move into leadership as we scale globally.
• High ownership of projects and impact on product direction.