OpenHands

• Build and maintain our self-hosted deployment product: installation, configuration, and upgrades • Support customer POCs and self-hosted deployments, helping ensure successful rollouts in diverse environments • Write clean, well-tested, production-grade code and take features from design through to deployment • Own the Cloud infrastructure running our SaaS product • Debug complex cross-system issues and deliver sustainable fixes • Collaborate closely with teammates across Platform and the broader engineering team to execute on the platform roadmap • Contribute to infrastructure standards, observability, and reliability practices • Help grow a strong engineering culture through code review, documentation, and knowledge sharing

• 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

• Partner closely with AE & Executive leadership to support the full enterprise sales cycle—from discovery and demos to proof-of-concept design, technical deep dives, and deployment guidance. • Lead compelling technical presentations and product demos tailored to developers, engineering leaders, and technical executives. • Architect and deliver successful evaluations and POCs, ensuring customers can validate performance, security, and developer experience • Gather customer feedback and collaborate with Product, Engineering, and Developer Experience teams to influence roadmap and feature prioritization. • Create technical content (sample integrations, reference architectures, demos, tutorials) that help enterprise teams onboard more effectively. • Represent customer needs internally and act as a voice of the field to ensure our product evolves with real-world developer workflows. • Build strong relationships with engineering leaders, DevOps teams, and platform owners across customer organizations. • Participate in industry events, webinars, and developer community initiatives to showcase best practices and product capabilities.

• Own the product development lifecycle for the Developer Experience roadmap, from ideation to launch • Analyze customer and user feedback to shape the direction of our interfaces, CLI, SDK, and developer integrations • Work closely with our open source community to understand user needs and pain points • Collaborate with engineering to define technical requirements and roadmap • Drive product strategy and prioritization based on user research and market analysis • Balance the needs of individual developers, enterprise customers, and our open source community

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description 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. - 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 Qualifications - 5 -10 years in Customer Success or Technical Account Management for B2B SaaS. Developer tools or infrastructure a plus - 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 Benefits - 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 Welcome All Applicants 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.