Customer Success Manager

What You’ll Be Doing

• Own a portfolio of n8n 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, accelerating time-to-value and unblocking implementation challenges
• Establish a strong operating cadence (health checks, executive syncs, QBRs), using customer data and adoption insights to guide priorities and decisions
• Monitor customer health and product usage signals to proactively identify risks, manage escalations, and maintain stakeholder alignment
• Quantify and communicate business value throughout the customer lifecycle, building ROI narratives tied to adoption, efficiency gains, and business impact
• Identify and progress expansion opportunities (upsell/cross-sell), partnering with Account Executives on account strategies that drive customer growth
• Partner closely with Support, Solutions Engineering, and Product teams to resolve blockers quickly and deliver a seamless customer experience
• Provide structured, actionable feedback to Product and Engineering, representing customer needs and helping shape roadmap priorities

Requirements

• Enterprise Customer Success experience: Managed a portfolio of enterprise SaaS customers and can confidently run kickoffs, onboardings, stakeholder alignment, and QBRs end-to-end.
• Value & outcomes mindset: Comfortable translating product usage into measurable business outcomes, ROI, and executive-ready narratives.
• Technical fluency: Can engage credibly with IT and engineering stakeholders across topics like APIs, integrations, authentication, environments, and automation architecture — and know when to escalate.
• Commercial acumen: Supported renewals and expansion opportunities (upsell/cross-sell), with a track record of driving retention and growth outcomes.
• Operational rigor: Run a structured operating cadence, manage competing priorities effectively, and keep stakeholders aligned with strong follow-through.
• Clear, high-trust communication: Communicate clearly with both technical builders and executive stakeholders, and known for building durable customer relationships.
• Cross-functional leadership: Partner effectively with Sales, Support, Solutions Engineering, and Product to unblock customers and improve the customer journey.
• Builder mindset in ambiguity: Thrive in fast-moving environments, take ownership, and enjoy building processes as the company scales.

Nice-to-haves

• Automation + AI curiosity: Used automation, AI tools, or workflow platforms before and can bring ideas that improve customer value realization.
• Startup/scale-up experience: Operated in high-growth environments and enjoy “building the plane while flying it.”
• Multi-region collaboration experience: Worked with distributed teams and enterprise stakeholders across multiple US time zones or globally.
• Technical or STEM education: Degree or equivalent experience in a technical field such as Computer Science, Engineering, or similar.
• Familiarity with n8n or similar platforms: Experience with workflow automation, integration, or iPaaS platforms will help you ramp quickly.