Founding Customer Success Manager

We’re building OpenHands, an open-source AI platform that empowers engineering teams to accelerate development, automate workflows, and integrate intelligent coding assistance into real-world software delivery.

As a Founding Customer Success Manager, you’ll be an individual contributor owning the post-sale customer journey, from onboarding to expansion, helping enterprise and high-growth engineering orgs adopt OpenHands successfully and drive measurable outcomes. You’ll partner closely with Product, Engineering, and Sales to turn early customers into long-term champions while shaping the playbook for Customer Success at OpenHands.

• Manage the entire customer lifecycle by facilitating the onboarding process, owning adoption and consumption, as well as contributing in the support management process

• Lead kickoff and success planning by identifying stakeholders and aligning them on goals, use cases, implementation path, and metrics

• Drive adoption across technical departments through regular check-ins and executive business reviews

• Identify risk signals early and run mitigation plans to prevent churn

• Coordinate technical onboarding and implementation in partnership with Forward Deployed Engineering, Solutions Engineering, and Product

• Build repeatable CS processes including, but not limited to, health scoring, playbooks, onboarding templates, and scalable comms

• Capture customer feedback and translate it into actionable insights to influence roadmap and prioritization

• Assist Sales team on renewals and expansions, surfacing additional teams/use cases and quantifying value

• Create customer-facing content such as best practices, rollout guides, and internal enablement materials, that accelerates time-to-value

• Assist in monitoring customer support requests, assessing severity and escalation management

• 5 -10 years in Customer Success or Technical Account Management for B2B SaaS, developer tools or infrastructure SaaS experience required

• Proven experience managing complex, multi-stakeholder accounts

• Former experience working with technical buyers and users (ex: engineering leaders, DevOps, security, platform teams)

• Comfort navigating product/engineering conversations such as deployments, integrations, security/compliance requirements, and evaluation criteria. You don’t have to code, but you must be technical!

• Excellent communication and executive presence. Able to lead meetings, run crisp programs, drive alignment, and not afraid to address issues head-on

• A builder mindset: you like ambiguity, enjoy creating processes from scratch, and iterate quickly

• Strong operational discipline: clear notes, success plans, and customer data hygiene

• Genuine excitement about AI/LLM-powered developer tooling and open source

• Competitive compensation: $120,000 - $150,000 base salary plus equity and bonus

• Remote-first with flexible hours (core hours 12–4pm ET | 4–8pm UTC)

• Fully covered U.S. health, vision, and dental insurance

• Unmetered PTO + holidays

• Growth opportunities as a high level individual contributor on the Customer Success team

• A culture built on kindness, candor, autonomy, and learning

We’re committed to building an inclusive, supportive environment where everyone can thrive. We celebrate diversity and do not discriminate based on race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected characteristic. If you’re passionate about building great developer tools and excited about the future of AI-powered software development, we’d love to hear from you.