Empowering success: A conversation with Samantha, Customer Success Manager at OpenProject
Meet Samantha, OpenProject’s dynamic Customer Success Manager, whose passion for empowering customers and fostering collaboration drives the company’s mission forward. From shaping processes to celebrating team successes, Samantha’s journey exemplifies dedication and adaptability in a rapidly evolving environment. In this interview, she shares insights into her role, the evolution of OpenProject, and what inspires her every day.
A few fun facts about Samantha
To get to know her better, let’s start with a few fun facts about Samantha:
- Favorite activity outside of work: I love being outdoors, whether cycling, walking in parks, or spending time at the beach. I also enjoy baking.
- Favorite art form: I frequently visit museums and appreciate a wide range of styles. My time in Paris deepened my love for the arts.
- First job: My first job was in event management, a role that honed my organizational and communication skills, which I continue to apply today.
- Current read: I’m reading Breath: The New Science of a Lost Art by James Nestor, exploring the health benefits of proper breathing techniques.
Can you tell us about your role and day-to-day responsibilities at OpenProject?
As a Customer Success Manager at OpenProject, I focus on delivering exceptional experiences and fostering long-term relationships. My role centers around understanding our customers’ needs and ensuring they maximize the value of OpenProject in their daily operations.
My responsibilities include answering customer inquiries, providing timely support, and guiding users through OpenProject’s ever-evolving functionalities. I prioritize ensuring customers feel supported and empowered, particularly when new features are released each month.
Collaboration is another vital aspect of my role. I work closely with sales, marketing, and product teams, sharing customer feedback to drive product and process improvements. Teamwork is key. Creating a collaborative environment ensures the team is motivated and aligned toward our shared goals.
At what point do you engage with customers, and how do you prioritize their needs?
I work with customers at all stages—from those exploring OpenProject during a trial to seasoned enterprise clients. While all customers can reach us via email or phone, we prioritize enterprise customers as they have support plans with us. We also assist trial users to showcase the value of OpenProject early on.
Community Edition users are encouraged to leverage forums or documentation, but we still monitor their inquiries for insights into potential improvements. It’s beneficial for us to understand their feedback, even if they’re not enterprise users.
How do you keep your team motivated?
I encourage open communication and celebrate collective successes. When a team member’s efforts lead to positive customer feedback, I make sure they know their impact.
Can you share your journey with OpenProject and how the company has evolved during your tenure?
I started in customer support, and the department was in its early stages. Over time, I contributed to shaping processes, transitioning ticket systems, and building a more professional support structure.
After taking maternity leave in 2023, I returned to discover a dynamic landscape with new features and team members. It was inspiring to see how much had changed and improved in my absence.
What’s an accomplishment you’re particularly proud of last year?
Reintegrating into the team and learning about all the new functionalities introduced during my leave was a big accomplishment in 2025. Adaptability and enthusiasm underscore my commitment to personal growth and team success.
What are you passionate about, and how does it align with OpenProject’s values?
A strong advocate for work-life balance, I appreciate OpenProject’s 100% remote work policy. I was looking for a company that values flexibility and happiness in the workplace. OpenProject embodies that.
Do you have any memorable customer success stories?
Sometimes, a simple inquiry leads to unexpected appreciation, and it’s always rewarding. Whether it’s proactive outreach or resolving a complex issue, customer gratitude reaffirms the team’s efforts.
What is one of your favorite aspects of working at OpenProject?
The pace of innovation. Monthly releases, new features, and consistent improvements ensure there’s always something exciting happening. It keeps the work dynamic and challenging.
Samantha’s journey with OpenProject is a testament to her dedication to fostering customer success and building strong teams. Her story highlights the company’s commitment to innovation, collaboration, and work-life balance.
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