Senior Customer Success Manager

Role Overview

• 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: You’ve owned a book of business for enterprise SaaS customers and can run kickoffs, onboardings and QBRs end-to-end.
• Value & outcomes mindset: You’re comfortable translating product usage into measurable outcomes, ROI, and executive-ready narratives
• Technical fluency: You can confidently engage with IT/engineering stakeholders (APIs, integrations, auth basics, environments), and you know when/how to escalate
• Commercial acumen: You’ve driven renewals and expansion (upsell/cross-sell), with a track record of retention and growth impact
• Operational rigor: You run a clear operating cadence, keep stakeholders aligned, and manage multiple priorities with structure and follow-through
• Clear, high-trust communication: You communicate crisply with both builders and executives, and you’re known for building durable relationships
• Cross-functional leadership: You partner effectively with Sales, Support, Solutions Engineering, and Product to unblock customers and improve the journey
• Builder mindset in ambiguity: You thrive in fast-changing environments and take ownership
• Nice-to-haves
• Automation + AI curiosity: You’ve used automation/AI tools (or iPaaS/workflow platforms) and can bring ideas that improve customer value realization
• Startup/scale-up experience: You’ve operated in high-growth environments and enjoy “build the plane while flying it” work
• Multi-region experience: You’ve 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 is a plus (Computer Science, Engineering etc.)
• Familiarity with n8n or similar tools: Prior exposure to workflow automation/integration platforms helps you ramp faster

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: 20 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!