Senior Customer Success Manager | US Central

n8n is an open workflow orchestration platform focused on AI, seeking a Senior Customer Success Manager to support strategic enterprise accounts. The role involves guiding customers from onboarding to scaled adoption, managing risks, and driving measurable business value through effective customer engagement and collaboration with various internal teams.

Responsibilities:

• 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
• 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