Head of Customer Success and Implementation

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 experience, 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

About the company

Open CX provides an AI customer support platform for enterprises that runs across chat, email, voice, telephony, WhatsApp, Slack and social channels without replacing an existing helpdesk. A single AI engine is trained once and deployed across all channels so agents behave consistently with context. The platform includes inbound, outbound, assist, QA, customer understanding, and apps agents, and can trigger actions via customer APIs; it also includes its own telephony and voice agents. It integrates with Zendesk, Salesforce, Intercom, HubSpot, Freshdesk, and Twilio Flex or the company’s own helpdesk, emphasizes security and compliance, and is sold by usage-based subscriptions with dedicated deployment support.

Company Size

11-50

Company Stage

Seed

Total Funding

$7.6M

Headquarters

Middletown, Delaware

Founded

2023

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Simplify's Take

What believers are saying

Open updated its site October 3, 2026, claiming 77% support resolution automation.
January 2026's $7 million round from YC, X by Unifonic, Shorooq, and Sadu.
Open says MoneyGram, Mollie, Viva, TicketSwap, and More.com are live customers.

What critics are saying

Support-Bench remains unproven; if benchmarks disappoint, rivals commoditize Open's agent layer.
Open's January 2026 regional expansion into Saudi Arabia stretches a seed-stage team.
One platform, one engine creates existential outage risk across every support channel.

What makes Open CX unique

Open's September 16, 2026 App Builder lets teams create CX tools by prompting.
Open keeps Zendesk, Intercom, Salesforce, and Twilio Flex, avoiding migrations and retraining.
Open's single engine spans chat, email, voice, WhatsApp, Slack, and outbound.

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Benefits

Health Insurance
Company Equity

Growth & Insights and Company News

Headcount

6 month growth

-35%

1 year growth

-35%

2 year growth

-35%

Forbes Middle East

Jan 22nd, 2026

Jordan-Based OpenCX Raises $7M In Seed Funding Round

OpenCX, a Jordan-based AI-native enterprise customer communication platform, has raised $7 million in a Seed funding round led by Y Combinator and X by Unifonic. The round also included participation

Biz Bahrain

Jan 22nd, 2026

X By Unifonic co leads with Y Combinator a USD 7 mln funding round for Open CX

X By Unifonic co leads with Y combinator a USD 7 mln funding round for Open CX. X By Unifonic fund, backed by Unifonic, has reinforced its commitment to advancing high-growth AI startups that are transforming cloud communications and customer experience across the region by becoming part of Open CX's newly closed USD 7 million investment round. The round, co-led by YC and X By Unifonic - one of the world's most prominent and influential venture capital firms - highlights X By Unifonic continued focus on digital transformation across the Middle East and North Africa. YC and X By Unifonic's leadership of this strategic investment round indicates strong shareholder confidence in Open CX's vision, technology, and market trajectory. This is further supported by Unifonic's participation as a strategic investor, which solidifies the company's standing as a major regional supporter of early-stage companies advancing AI native cloud communications and customer experience. The investment will fuel Open CX's expansion and accelerate the growth of its customer experience platform, supporting the region's growing demand for advanced and scalable agentic cx. Ayman Hamdan, Founding Partner of X by Unifonic Fund, commented, "Open CX displays tremendous potential, and we are excited to support their expansion as they continue to elevate customer experience across the region. The company has built a robust and scalable AI-Native platform that directly addresses the critical challenges enterprises face in managing digital engagement at a scale. Through this investment round, we hope to promote Open CX as it accelerates product innovation, strengthens its market presence, and expands into key regional markets. As a fund, X by Unifonic will continue to focus on driving digital transformation by assisting high-growth AI-Native B2B SaaS companies delivering mission-critical solutions for rapidly evolving markets." Ahmed Hamdan, Co-Founder and CEO of Unifonic, stated, "This investment reinforces our continued efforts in advancing digital transformation and accelerating the regional shift, positioning us as the leading Agentic CX Platform in MENA. As organisations increasingly adopt intelligent, automated, and scalable engagement models, platforms like Open CX are becoming pivotal in shaping the future of cloud communications and user experience. Through X by Unifonic and our role as a strategic investor, we take great pride in supporting innovative companies that are redefining how organisations engage with customers and scale AI-driven customer experiences in rapidly evolving markets." Following this investment, Open CX will actively focus on accelerating product development, expanding its regional footprint, and strengthening both its technical and commercial teams. These markets represent significant growth opportunities as organisations across the region begin to embrace AI-driven and cloud-based customer engagement solutions. Open CX is an AI-Native, all-in-one agentic CX platform used in production by MoneyGram, Print.com, Mollie.com, Viva.com, More.com, Orderchamp.com, OneCarNow.com, and other major enterprise companies. The platform specializes in resolving and automating complex support cases across email, web, phone, SMS, and WhatsApp. As a research-driven company, Open CX is currently developing the Unified Customer Support Measurement Framework - Support-Bench, which is expected to become the leading global reference for evaluating the performance of AI-powered customer support systems.

Lucidity Insights

Jan 21st, 2026

OpenCX Raises $7M to Scale AI-Native Customer Communication

OpenCX raises $7M to scale ai-native customer communication. Mohammad Gharbat, OpenCX Founder OpenCX, an AI-native enterprise customer communication platform, has raised $7 million in a funding round led by Y Combinator (participating for the second time) and X by Unifonic, with participation from MENA's leading investment firm Shorooq - an Abu Dhabi-headquartered investment firm regulated by the FSRA as a Fund Manager and Sadu capital - as the company accelerates growth across global enterprise customers and prepares for expansion into the Gulf region. The funding will support OpenCX's next phase of growth as demand accelerates from enterprises seeking to manage increasingly complex, high-volume customer interactions across voice, chat, email, and messaging channels. The company is also preparing to expand its presence in Saudi Arabia, where it plans to establish a regional office in the coming months as part of its broader GCC strategy. Founded by Mohammad Gharbat and Mohammad Tabaza, OpenCX was built to address a persistent challenge facing large, regulated organizations: customer support and communication have become mission-critical, yet increasingly difficult to scale without sacrificing quality or control. The platform's AI engine automates more than 70% of the end-to-end customer communication stack (support, phone calling, inbound, and outbound), enabling enterprises to operate at scale while maintaining high standards of responsiveness and empathy. OpenCX began as an open-source project used by tens of thousands of developers before evolving into a commercial platform focused on enterprise-scale customer communication. Today, the company is positioning itself as a core system for organizations seeking to modernize how they engage with customers in an AI-driven economy. Unlike traditional automation tools, OpenCX's technology is designed to understand complex context and orchestrate multi-step communication flows that feel human rather than scripted. Its AI agents are trained to handle nuanced customer interactions across departments and channels, allowing enterprises to manage growth without operational bottlenecks. "Enterprises today aren't struggling with customer support volume alone - they're struggling with complexity," said Mohammad Gharbat, CEO and co-founder of OpenCX. "Our focus has always been on helping organizations scale confidently, without customer communication becoming a limiting factor. OpenCX is built to operate where the stakes are high, the workflows are complex, and trust matters." OpenCX serves enterprises operating in regulated and mission-critical sectors, including fintech, healthcare, and large-scale consumer platforms. Customers include MoneyGram.com, More.com, Viva.com, and Mollie.com. The company's engagement model typically includes a demo-led evaluation followed by a one-month, risk-free implementation with no operational disruption, and an outcome-based pricing structure tied directly to successful automation. "Enterprises across the region are facing unprecedented scale and complexity in how they engage with customers," said Tina Daher, Principal at Shorooq. "OpenCX is building infrastructure-grade AI that enables organizations to grow without customer communication becoming a constraint. This is exactly the kind of foundational technology we look to back." Looking ahead, OpenCX views the Middle East - particularly Saudi Arabia - as a key growth market. The company plans to hire locally and work closely with regional enterprises, viewing the Kingdom's accelerating AI adoption as a major growth driver into 2026. As enterprises globally rethink how customer engagement is delivered in an AI-driven world, OpenCX is positioning itself as the platform of record for organizations that need to scale communication without compromising quality, trust, or control.

Wamda

Jan 21st, 2026

OpenCX raises $7 million ahead of Saudi expansion

OpenCX raises $7 million ahead of Saudi expansion. * UAE-based customer communication platform OpenCX has raised $7 million in a funding round led by Y Combinator (participating for the second time) and X by Unifonic, with participation from Shorooq and Sadu Capital. * Founded in 2022 by Mohammad Gharbat and Mohammad Tabaza, OpenCX provides an AI-native enterprise communication platform that automates over 70% of customer interactions across voice, chat, email, and messaging channels. * The funding will support global enterprise growth and expansion into the GCC, including plans to open a Saudi Arabia office in the coming months. OpenCX, an AI-native enterprise customer communication platform, has raised $7 million in a funding round led by Y Combinator (participating for the second time) and X by Unifonic, with participation from MENA's leading investment firm Shorooq - an Abu Dhabi-headquartered investment firm regulated by the FSRA as a Fund Manager - and Sadu capital - as the company accelerates growth across global enterprise customers and prepares for expansion into the Gulf region. The funding will support OpenCX's next phase of growth as demand accelerates from enterprises seeking to manage increasingly complex, high-volume customer interactions across voice, chat, email, and messaging channels. The company is also preparing to expand its presence in Saudi Arabia, where it plans to establish a regional office in the coming months as part of its broader GCC strategy. Founded by Mohammad Gharbat and Mohammad Tabaza, OpenCX was built to address a persistent challenge facing large, regulated organisations: customer support and communication have become mission-critical, yet increasingly difficult to scale without sacrificing quality or control. The platform's AI engine automates more than 70% of the end-to-end customer communication stack (support, phone calling, inbound, and outbound), enabling enterprises to operate at scale while maintaining high standards of responsiveness and empathy. OpenCX began as an open-source project used by tens of thousands of developers before evolving into a commercial platform focused on enterprise-scale customer communication. Today, the company is positioning itself as a core system for organizations seeking to modernize how they engage with customers in an AI-driven economy. Unlike traditional automation tools, OpenCX's technology is designed to understand complex context and orchestrate multi-step communication flows that feel human rather than scripted. Its AI agents are trained to handle nuanced customer interactions across departments and channels, allowing enterprises to manage growth without operational bottlenecks. "Enterprises today aren't struggling with customer support volume alone - they're struggling with complexity," said Mohammad Gharbat, CEO and co-founder of OpenCX. "Our focus has always been on helping organisations scale confidently, without customer communication becoming a limiting factor. OpenCX is built to operate where the stakes are high, the workflows are complex, and trust matters." OpenCX serves enterprises operating in regulated and mission-critical sectors, including fintech, healthcare, and large-scale consumer platforms. Customers include MoneyGram.com, More.com, Viva.com, and Mollie.com. The company's engagement model typically includes a demo-led evaluation followed by a one-month, risk-free implementation with no operational disruption and an outcome-based pricing structure tied directly to successful automation. "Enterprises across the region are facing unprecedented scale and complexity in how they engage with customers," said Tina Daher, Principal at Shorooq. "OpenCX is building infrastructure-grade AI that enables organisations to grow without customer communication becoming a constraint. This is exactly the kind of foundational technology we look to back." Looking ahead, OpenCX views the Middle East - particularly Saudi Arabia - as a key growth market. The company plans to hire locally and work closely with regional enterprises, viewing the Kingdom's accelerating AI adoption as a major growth driver into 2026. As enterprises globally rethink how customer engagement is delivered in an AI-driven world, OpenCX is positioning itself as the platform of record for organizations that need to scale communication without compromising quality, trust, or control.

Vavoza

Sep 5th, 2025

Latest AI News and Technology Announcements On September 5

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Open CX

Head of Customer Success and Implementation

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