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CSM (Customer Success Manager)
Full-time
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.
As a Customer Success Manager, you will help 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, shaping a smooth post-sales experience while keeping technical and business stakeholders 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 optimise platform performance and identify underutilised features.
Translate technical documentation into clear training resources for non-technical teams.
Conduct business review health checks, proactively monitor customer health to prevent churn, and drive account growth and renewals by demonstrating ROI.
Advocate for customers by converting feedback into structured product feature requests.
Requirements
3-5 years of Customer Success Manager experience onboarding enterprise customers and managing post-sales relationships in SaaS, with technical integrations into ticketing systems.
Experience with CRM tools such as Salesforce or HubSpot, plus workflow automation tools.
Experience using AI tools, including prompt engineering and AI-based integrations.
Experience with project scoping, structured implementation, and onboarding playbooks.
Experience managing senior stakeholders and bridging customers and engineering.
Availability during CET business hours and flexibility across time zones.
Bachelor's degree and domain experience in enterprise SaaS, AI customer support, or support operations are a plus.
