Building relationships and empowering customers to thrive

At OpenProject, we believe that exceptional customer support goes beyond answering questions—it’s about building relationships and empowering our users to thrive. In this installment of our company culture series, we’re thrilled to introduce Alexander Stock, a key member of our Customer Success team. Alexander brings a unique and genuine passion for helping customers unlock the full potential of OpenProject. His approach combines technical expertise, a deep commitment to the open source community, and a talent for fostering connections that make a difference. In this interview, Alexander shares insights into his role, his thoughts on OpenProject’s remote-first culture, and his vision for building a more connected user community. Join us as we dive into the day-to-day life of a Customer Success Manager at OpenProject and discover what makes Alexander’s work so impactful.

Thank you for chatting with me today. Can you tell us about your role at OpenProject?

Sure! I’m Alexander, a Customer Success Manager at OpenProject. I’ve been with the company for just over a year, and I handle a variety of responsibilities. My main role is helping customers with their inquiries about OpenProject’s functionalities and troubleshooting issues, whether simple or complex. I’m also involved with billing support, answering questions related to invoices and account management. Our team is small but effective, and we’re dedicated to giving our customers the best experience possible.

What are some of the ways you interact with the OpenProject community?

I’m quite active in the OpenProject Forum, which is a place where our community—especially those using our free software—can ask questions and exchange tips. The forum serves as a knowledge base where users can help each other, which is invaluable, especially for users who just get started. Engaging with the community in this way is important to me because it keeps me connected to users’ needs and helps them maximize their experience with OpenProject.

Tell us about your background and how you came to join OpenProject.

I studied Business Administration. Before OpenProject, I worked in customer success and sales for a SaaS company that developed an email marketing platform. I realized over time that my real passion was in helping people succeed with their software, so when I saw the opportunity at OpenProject, it felt like a perfect fit. The open source and remote-first aspects of the company also really appealed to me.

What do you enjoy most about your work at OpenProject?

I love seeing customers succeed with our software. It’s incredibly satisfying when a customer comes back with positive feedback or leaves a great review. We regularly get reviews on platforms like G2 and Capterra, and it’s rewarding to see our hard work recognized. I also enjoy laying the groundwork for our customer success processes, which is crucial as our team grows and prepares to scale.

Do you have an example of a workflow you helped a customer set up in OpenProject?

Yes, a common scenario involves customers who need to adapt their internal ticketing or improvement processes within OpenProject. For example, IT departments often use OpenProject for managing hardware orders. I walk them through configuring work package types, setting custom fields, and statuses that align with their internal processes. Sometimes these support interactions are straightforward, while other times they might lead to suggesting a more comprehensive training session.

How do you feel about OpenProject’s remote-first culture?

It’s great! I’m based in Saxony (Germany), so I can meet up with colleagues especially in Berlin easily. But being able to work remotely is a big plus for me. I’m accustomed to remote work, and it allows for a balanced lifestyle. We also try to stay connected through company chats and periodic meetings, which helps maintain a sense of team despite the distance.

Outside of work, what are some of your hobbies?

I love being outdoors—hiking, biking, and gardening are some of my favorite activities. Right now, though, my biggest project is renovating a 1960s house. It’s a lot of work! I handle some of the demolition and manage the rest with professionals, which is time-consuming but rewarding. I enjoy learning about architecture, especially since I live in an area rich in Bauhaus influences.

What accomplishment at OpenProject are you most proud of?

Internally, I’ve worked with my manager to streamline our customer success processes, which is essential for our growth. On the customer side, each positive review we get is an achievement. They reflect the dedication of our team and the impact we have on our users. Our feedback channels, whether Reddit, the OpenProject Forum, or LinkedIn, are a great way to stay engaged with users and understand their needs.

How do you see OpenProject’s community evolving?

Our open source community is extensive, and many users are highly technical. I’d love to see us engage more with this community and foster a space where users can exchange insights and best practices. Building a stronger presence in forums or even setting up user groups could add real value, helping users see how others in similar industries leverage OpenProject.

Closing thoughts

Thank you, Alexander, for sharing your insights! It’s clear you’re passionate about helping our customers and building the community. I look forward to seeing how we continue to grow and support our users together.

Thank you, Jen. It’s been a pleasure discussing customer success at OpenProject, and I’m excited about what’s to come!