Apply on Employer Site

n8n · 2 months ago

Customer Success Manager - Low Touch (East Coast)

United States

Full-time

Remote

Mid Level

n8n is an open workflow orchestration platform that empowers technical teams to automate processes. The Customer Success Manager will establish strong relationships with customers, ensuring they successfully adopt n8n and grow with the company while building scalable processes to enhance customer experience.

Artificial Intelligence (AI)Business Process Automation (BPA)Enterprise SoftwareInformation TechnologySaaS

No H1B

Responsibilities

Onboard new customers and set them up for long-term success

Nurture expansion opportunities

Proactively solve technical and commercial challenges across your book of business

Manage customer communications and support escalations smoothly

Design playbooks, workflows, and automations to engage with customers at scale

Build systems that allow you and the team to serve a higher volume of customers efficiently

Share best practices and learnings to help the CS team improve continuously

Identify and execute initiatives that bring value to customers in a scaleable way - e.g. webinars and round tables

Lead expansion and renewal conversations to drive upsell and cross-sell opportunities

Progress order forms and ensure seamless collaboration with Sales teams

Run quarterly business reviews with key customers to uncover growth potential

Keep customer data and CRM records accurate and actionable

Lead projects that improve CS processes for the whole team

Collaborate cross-functionally with Support, Sales, and Product to deliver value

Qualification

Customer Success expertiseTechnical abilityCommercial acumenScaled CS experienceProcess mindsetTechnical engagementCommunication skills

Required

Customer Success expertise: You know how to manage a book of business, run QBRs, and deliver great onboarding experiences

Curiosity & intelligence: You quickly grasp what n8n does for people and why they buy it, and can adapt your approach accordingly

Technical ability: You can build workflows in n8n, understand technical basics, and know when and how to escalate effectively

Commercial acumen: You have experience managing upsells and cross-sells in a SaaS environment

Preferred

Scaled CS experience: You've managed a large, low-touch customer portfolio before

Strong communication skills: You have a clear, structured speaking style and great phone presence

Process mindset: You've helped set up CS tooling, processes, or playbooks in past roles

Technical engagement: You're comfortable engaging with technical audiences in a commercial capacity

Benefits

Competitive compensation 💸 – We offer fair and attractive pay.

Ownership 💪 – Our core value is to “empower others,” and we mean it—you’ll get a slice of n8n with equity.

Work/life balance 🏖️ – We work hard but ensure you have time to recharge: + Europe: 30 days of vacation, plus public holidays wherever you are. + US: 15 vacation days, 8 sick days, plus public holidays wherever you are.

Health & wellness 🩺 – + Europe: We provide benefits according to local country norms. + US: Multiple low-premium, low-deductible medical plans with coverage for individuals and families—plus a no-cost premium HDHP option with a pre-seeded HSA—along with dental and vision coverage.

Future planning 💰 – + Europe: We provide pension contributions according to local country norms. + US: 401(k) retirement plan with a 4% employer match.

Financial security 🛡️ – + Europe: We provide benefits according to local country norms. + US: Company-paid short-term and long-term disability insurance, plus life insurance to support you and your loved ones.

Career growth 📈 – We hire rising stars who grow with us! You’ll get €1K (or equivalent) per year to spend on courses, books, events, or coaching to level up your skills.

A passionate team 🤩 – We love our product, and we prove it with regular hackathons where we see who can build the coolest thing with it!

Remote-first 🌏 – Our team works remotely across Europe, with regular off-sites for team bonding. Some roles, like sales in the US, are hybrid—please check the job description.

Giving back 🤝 – We're big fans of open source, and you'll get $100 per month to support projects you care about.

AI enablement 🤖 – We believe in working smarter—everyone gets an unlimited AI budget to explore and use the best tools to boost productivity and creativity.

Transparency 🙏 – We all know what everyone’s working on, how the company is doing—the whole shebang.

An ambitious but kind culture 😍 – People love working here—our eNPS for 2024 is 94!