Apply on Employer Site

n8n · 1 month ago

Customer Success Manager - High Touch (East Coast)

United States

Full-time

Remote

Mid Level

n8n is an open workflow orchestration platform built for the new era of AI, seeking a Customer Success Manager to cover enterprise accounts. The role focuses on establishing strong customer relationships, ensuring effective onboarding and adoption of n8n's solutions, and driving expansion and retention efforts.

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

No H1B

Responsibilities

Own a book of business of n8n’s most strategic customers

Ensure customers onboard successfully and adopt n8n effectively, working closely with stakeholders at all levels (users and buyers) to unblock and enable

Run kick-off calls, QBRs, and renewals with professionalism and impact

Proactively address challenges, manage escalations, and maintain strong communications with customers

Drive business value realization across the customer lifecycle and consistently surface that value back to customers through data, insights, and outcomes

Build and optimize playbooks and workflows to engage customers and provide timely, insightful information - for example, a framework for calculating the business value of n8n

Design processes and programs that raise the bar of n8n’s CS delivery

Share insights and best practices that improve the team’s performance and customer outcomes

Drive expansion and renewal opportunities by identifying upsells and cross-sells

Work closely with Account Executives to develop account plans that nurture and lead customers to expansion

Consistently contribute to maintaining enterprise NRR of ~120%

Partner with Support, Solutions Engineering, and Product to unblock customers quickly

Provide structured feedback and insights to product teams to shape roadmap priorities

Lead or contribute to cross-functional projects that enhance customer experience

Qualification

Customer Success experienceTechnical backgroundCommercial acumenEnterprise experienceProcess designInterpersonal strengthsCross-functional partnershipsAutomation curiosityStartup experienceBachelor’s degreeGrowth mindset

Required

Customer Success experience: You've managed book of business and know how to run QBRs, onboardings, and renewals

Curiosity & intelligence: You learn quickly, understand customer motivations, and can translate n8n's value to different audiences

Technical background: You've held a technical role in the past, or regularly worked in a customer-facing role with technical / IT stakeholders; you can handle technical conversations and know when/how to escalate

Commercial acumen: You have experience driving upsells and cross-sells, contributing to revenue growth

Excellent interpersonal strengths: You communicate clearly, operate in a structured manner, and you build lasting customer relationships

Cross-functional partnerships: Proven ability to collaborate cross-functionally with internal and external stakeholders

Enterprise experience: You've worked with large customers in a SaaS/technology context

Growth mindset: You're adaptable, coachable, and keen to expand your technical and commercial expertise

Preferred

Process design: You've been involved in setting up CS tooling, processes, or automations before

Automation curiosity: You're familiar with AI and automation tools, bonus points if you've played around with n8n!

Startup or scale-up experience: Comfortable operating in fast-changing, high-growth environments

Bachelor's degree: Preferably in a technical or engineering field

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!