Key skills
Customer Success ManagementQuarterly Business ReviewsOnboardingWorkflow Building in n8nTechnical BasicsEscalation ManagementUpsell ManagementCross-sell ManagementSaaS Environment ExperienceSaaSCRMCommunicationCollaborationCustomer SuccessSales
About this role
n8n is an open workflow orchestration platform that empowers technical teams to automate processes efficiently. The Customer Success Manager will focus on establishing strong relationships with customers, ensuring successful adoption of n8n, and driving scalable processes to enhance customer experiences.
Responsibilities:
- Onboard new customers and set them up for long-term success
- Nurture expansion opportunities
- Proactively solve technical and commercial challenges across your book of business
- Manage customer communications and support escalations smoothly
- Design playbooks, workflows, and automations to engage with customers at scale
- Build systems that allow you and the team to serve a higher volume of customers efficiently
- Share best practices and learnings to help the CS team improve continuously
- Identify and execute initiatives that bring value to customers in a scaleable way - e.g. webinars and round tables
- Lead expansion and renewal conversations to drive upsell and cross-sell opportunities
- Progress order forms and ensure seamless collaboration with Sales teams
- Run quarterly business reviews with key customers to uncover growth potential
- Keep customer data and CRM records accurate and actionable
- Lead projects that improve CS processes for the whole team
- Collaborate cross-functionally with Support, Sales, and Product to deliver value
Requirements:
- Customer Success expertise: You know how to manage a book of business, run QBRs, and deliver great onboarding experiences
- Curiosity & intelligence: You quickly grasp what n8n does for people and why they buy it, and can adapt your approach accordingly
- Technical ability: You can build workflows in n8n, understand technical basics, and know when and how to escalate effectively
- Commercial acumen: You have experience managing upsells and cross-sells in a SaaS environment
- Scaled CS experience: You've managed a large, low-touch customer portfolio before
- Strong communication skills: You have a clear, structured speaking style and great phone presence
- Process mindset: You've helped set up CS tooling, processes, or playbooks in past roles
- Technical engagement: You're comfortable engaging with technical audiences in a commercial capacity