Customer Support & Success Specialist

About

We´re an Equal Opportunity employer. All decisions, such as hiring, promotion, etc., are made without bias. We welcome everyone, regardless of race, gender, background, or identity. Feel free to share your pronouns in your application (e.g. she/her, he/him, they/them).

Join us as a Customer Success Manager and help shape the future of open-source project management.

At OpenProject, we believe that great project management software should be open, transparent, and accessible to everyone. As the leading open source project management platform, we empower teams worldwide --- from NGOs and public institutions to innovative tech companies --- to collaborate more efficiently and manage projects with full control and data sovereignty.

To support our growing community, we're looking for a passionate Customer Success Manager who loves working with people, building strong customer relationships, and ensuring our users have an exceptional experience with OpenProject while being tech-savvy.

At OpenProject, we are proud to build the leading open-source project management platform that empowers teams to plan, track, and collaborate on projects in a secure and transparent way. Our mission is to enable organizations worldwide to achieve great things together while keeping their digital sovereignty and reducing their dependency on proprietary software.

We are a fully remote team of 45+ passionate people, working together from different parts of Europe -- united by our shared passion for open source, collaboration, and continuous learning.

Your mission

As a Customer Success Manager at OpenProject, you'll be the crucial first point of contact for our users, ensuring their success and satisfaction. You'll handle all customer queries, build strong relationships, and contribute to our thriving open-source community.

Key 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.
• 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.

What You'll Bring

• Proficiency in German (native/professional level), as well as English (French is a plus).
• Work experience, ideally within the customer support team in a tech company.
• Experience with support ticketing systems in a technical support or helpdesk role.
• Effective communication and active listening skills to deliver a best-in-class experience for existing and potential users.
• Genuine care for providing exceptional service to clients and users.
• Passion for open-source software and a desire to be part of a mission-driven company that promotes transparency and collaboration.
• Enjoyment of working in a remote-first team with a high degree of autonomy and flexibility.

About Us

At OpenProject, we build open source project management software that helps teams plan, collaborate, and deliver work more effectively. We believe great software should empower people to organize work in a way that supports autonomy, accountability, and collaboration across boundaries.