[Remote] CSM (Customer Success Manager)

Note: The job is a remote job and is open to candidates in USA. Open is an AI customer support platform that helps enterprise businesses automate customer interactions at scale. 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, focusing on implementation and operational clarity.

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

Skills

• 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 support, or support operations is a plus

Benefits

• 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.

Company Overview