Job description
Implementation Manager
Company Overview
Open builds AI that handles customer support for businesses where it actually matters, companies like MoneyGram, Mollie, TicketSwap, and More.com, running at scale, serving millions of people. We're backed by Y Combinator. We are guided by a set of values that define who we are and who we hire: Customer Obsession, High Standards, and a genuine belief that great work, the kind that actually changes how a business operates, is worth doing properly.
Job Summary
From the first discovery call to go-live and beyond, you're the person who makes Open real for our customers, technically and operationally. You'll configure agents, integrate with customer systems, train their teams, and stay close to the work until it's running well in production. This isn't a support role or a project management role. It's the job for someone who gets genuinely excited about the moment an AI agent handles something hard, correctly, on the first try and wants to make that happen for every customer they touch.
Key Responsibilities
- Lead end-to-end customer onboarding: Own every deployment from kickoff through go-live, discovery, configuration, integration, training, handoff.
- Configure AI agents that work in production: Get into the platform, build conversation flows, tune agent behavior, wire up APIs.
- Train teams and drive adoption: Run enablement sessions with customer teams at every level.
- Debug the hard stuff: When something's broken or not performing, you dig in, methodically, fast.
- Shape the product: Feed observations back to the team to influence what we build next.
- Document and scale your impact: Write it down, build the playbook, and learn how Open scales.
Requirements / Qualifications
- Experience leading customer implementations, onboardings, or technical projects in a SaaS environment.
- Strong technical aptitude, comfortable working with APIs, integrations, and configuration tools (Zendesk, Intercom, HubSpot, and similar).
- Hands-on experience with AI agents and prompt engineering, or a strong willingness to learn fast.
- Excellent project management instincts.
- Excellent English communication, clear writing and confident speaking on video calls with enterprise stakeholders.
- A bias for action: you operate effectively in fast-moving environments, prioritize speed and customer impact.
- Comfortable working remotely with customers across multiple global time zones.
Preferred Qualifications
- Experience deploying or supporting LLM/AI systems in production.
- Familiarity with eval frameworks, agent tooling, or prompt engineering at scale.
- Previous experience as a founding implementation hire, solutions engineer, or technical CSM at an early-stage startup.
- A track record of turning messy, ambiguous customer problems into structured, repeatable processes.
Salary & Benefits
- Top-of-market compensation
- Health insurance
- Real ownership over how customers experience our product
- Working directly with the founding team at a high-growth, YC-backed startup
