Senior Customer Success Manager | US Remote
Serve as the primary post-sales partner for strategic enterprise accounts at n8n. Own onboarding, adoption, QBRs, value realization, risk management, and expansion to drive ~120% NRR. Requires enterprise CS experience, technical fluency with APIs/integrations, commercial acumen, and strong cross-functional collaboration.
About the job
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
Skills
Customer Success, Enterprise Saas, QBRs, ROI Analysis, APIs, Integrations, Upsell, Cross-Sell, Renewals, Stakeholder Management, Product Feedback, Workflow Automation
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