Senior Customer Success Manager | US Remote

What You’ll Be Doing

• Own a book of n8n’s most strategic enterprise customers, acting as the primary post-sales partner across onboarding, adoption, and renewal
• Lead customer kickoffs and success planning, aligning stakeholders on goals, timelines, responsibilities, and measurable outcomes
• Drive onboarding and enablement across technical and business audiences, unblocking implementation and accelerating time-to-value
• Establish a strong operating cadence (health checks, exec syncs, QBRs), using data and insights to guide priorities and decisions
• Monitor customer health and product usage signals to proactively identify risks, manage escalations, and keep stakeholders aligned
• Quantify and communicate business value throughout the lifecycle, building ROI narratives tied to adoption, outcomes, and impact
• Identify and progress expansion opportunities (upsell/cross-sell), partnering with Account Executives on account plans that drive growth
• Partner closely with Support, Solutions Engineering, and Product to resolve blockers quickly and deliver a seamless customer experience
• Provide structured, actionable feedback to Product and Engineering, representing customer needs and shaping roadmap priorities

Requirements

• Enterprise Customer Success experience: Owned a book of business for enterprise SaaS customers and can run kickoffs, onboardings and QBRs end-to-end
• Value & outcomes mindset: Comfortable translating product usage into measurable outcomes, ROI, and executive-ready narratives
• Technical fluency: Can confidently engage with IT/engineering stakeholders (APIs, integrations, auth basics, environments), and know when/how to escalate
• Commercial acumen: Driven renewals and expansion (upsell/cross-sell), with a track record of retention and growth impact
• Operational rigor: Run a clear operating cadence, keep stakeholders aligned, and manage multiple priorities with structure and follow-through
• Clear, high-trust communication: Communicate crisply with both builders and executives, and known for building durable relationships
• Cross-functional leadership: Partner effectively with Sales, Support, Solutions Engineering, and Product to unblock customers and improve the journey
• Builder mindset in ambiguity: Thrive in fast-changing environments and take ownership

Nice-to-Haves

• Automation + AI curiosity: Used automation/AI tools (or iPaaS/workflow platforms) and can bring ideas that improve customer value realization
• Startup/scale-up experience: Operated in high-growth environments and enjoy “build the plane while flying it” work
• Multi-region experience: Worked with global enterprise accounts across EMEA/US time zones and complex stakeholder groups
• Technical or STEM education: Degree or equivalent training in a technical field (Computer Science, Engineering etc.)
• Familiarity with n8n or similar tools: Prior exposure to workflow automation/integration platforms helps you ramp faster