Customer Success Manager - High Touch (East Coast)

Customer Success Manager

n8n is a workflow automation platform that uniquely combines AI capabilities with business process automation. We give technical teams the flexibility of code with the speed of no-code, backed by a passionate community of builders. With 500+ integrations and fair-code principles, we're revolutionizing how businesses connect their systems and processes.

Your main goal will be to establish strong, scalable customer relationships that drive adoption, retention, and expansion at n8n. To do so, here are your responsibilities :

Customer Success Management

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.

Process & Automation Creation

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.

Revenue Growth & Retention

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%.

Collaboration & Cross-Functional Work

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.

Requirements

Must-haves

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 ability : You can build workflows in n8n (or similar tools) to work more efficiently, handle technical basics, and know when and how to escalate issues.

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

Strong soft skills : You're clear, structured, personable, and build lasting customer relationships.

Nice-to-haves

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

Technical background : You've held a technical role in the past, or regularly work with technical stakeholders.

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

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

Benefits

Competitive compensation We offer fair and attractive pay.

Ownership Our core value is to "empower others," and we mean ityou'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 : Comprehensive medical (PPO 1200), dental, and vision plans.

Future planning

Europe : We provide pension contributions according to local country norms.

US : 401(k) retirement plan.

Financial security

Europe : We provide benefits according to local country norms.

US : Short-term & long-term disability insurance, life & AD&D coverage, and additional hospital coverage.

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 hybridplease 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.

Transparency We all know what everyone's working on, how the company is doingthe whole shebang.

An ambitious but kind culture People love working hereour eNPS for 2024 is 94!

• Country-specific details are provided in your contract.