Customer Success Manager

Summary

Join OpenProject as a Customer Success Manager and be the primary point of contact for users, ensuring their success and satisfaction. You will handle customer queries, build strong relationships, and contribute to the open-source community. Responsibilities include guiding users, identifying and tailoring solutions, cultivating relationships with high-value customers, engaging the community, and driving continuous improvement by providing feedback to various teams. The ideal candidate is proficient in German and English, has customer support experience in a tech company, possesses excellent communication skills, and is passionate about open-source software. This remote-first role offers flexibility and work-life balance. OpenProject is a leading open-source project management platform empowering teams worldwide.

Requirements

• You are proficient in both German (native/professional level) and English (professional level), both written and verbal – additional languages like French or Spanish are a big bonus
• You have work experience, ideally within the customer support team in a tech company
• You possess effective communication and active listening skills to deliver a best-in-class experience for existing and potential users
• You genuinely care about providing exceptional service to clients and users
• You're passionate about open-source software and want to be part of a mission-driven company that promotes transparency and collaboration
• You enjoy working in a remote-first team with a high degree of autonomy and flexibility

Responsibilities

• Be the trusted guide: Be the first point of contact for our users, expertly handling all customer queries via CRM and phone, covering everything from product features and technical issues to billing
• Ensure user satisfaction: Identify and tailor solutions to individual needs, ensure timely responses, and suggest best practices to help users get the most out of OpenProject
• Cultivate relationships: Build strong, long-term relationships with high-value customers through regular check-ins, identifying opportunities for upsells or cross-sells, and proactively managing churn risk
• Engage the community: Monitor and address community questions and requests, actively interacting with the OpenProject community primarily through forums and within the software itself
• Drive continuous improvement: Provide valuable feedback to our product, marketing, sales, and engineering teams based on customer interactions, collaborating closely with all teams to identify areas for improvement

Benefits

• A purpose-driven role in an open-source company that truly values transparency and collaboration
• The chance to work with exciting clients from around the world – from public institutions and NGOs to innovative corporates
• A growing, experienced team that loves learning from each other and values a supportive and positive work environment
• A remote-first work setup with full flexibility and work-life balance
• The opportunity to have a real impact on the success of our customers and the future development of OpenProject
• A scaling company with the agility of a startup