n8n - Senior Customer Success Manager
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Requirements
• 🤝 Customer Success experience: You’ve managed book of business and know how to run QBRs, onboardings, and renewals. • 🧠 Curiosity & intelligence: You learn quickly, understand customer motivations, and can translate n8n’s value to different audiences. • 💻 Technical background: You’ve held a technical role in the past, or regularly worked in a customer-facing role with technical / IT stakeholders; you can handle technical conversations and know when/how to escalate. • 💼 Commercial acumen: You have experience driving upsells and cross-sells, contributing to revenue growth. • 📞 Excellent interpersonal strengths: You communicate clearly, operate in a structured manner, and you build lasting customer relationships. • 🤝 Cross-functional partnerships: Proven ability to collaborate cross-functionally with internal and external stakeholders • 📊 Enterprise experience: You’ve worked with large customers in a SaaS/technology context. • 🌱 Growth mindset: You’re adaptable, coachable, and keen to expand your technical and commercial expertise. • 🛠 Process design: You’ve been involved in setting up CS tooling, processes, or automations before. • 🤖 Automation curiosity: You’re familiar with AI and automation tools, bonus points if you’ve played around with n8n! • 🚀 Startup or scale-up experience: Comfortable operating in fast-changing, high-growth environments • 🎯 Bachelor’s degree: Preferably in a technical or engineering field
Responsibilities
• Customer Success Management • Own a book of business of n8n’s most strategic customers. • Ensure customers onboard successfully and adopt n8n effectively, working closely with stakeholders at all levels (users and buyers) to unblock and enable. • Run kick-off calls, QBRs, and renewals with professionalism and impact. • Proactively address challenges, manage escalations, and maintain strong communications with customers. • Drive business value realization across the customer lifecycle and consistently surface that value back to customers through data, insights, and outcomes • Process & Automation Creation • Build and optimize playbooks and workflows to engage customers and provide timely, insightful information - for example, a framework for calculating the business value of n8n. • Design processes and programs that raise the bar of n8n’s CS delivery. • Revenue Growth & Retention • Drive expansion and renewal opportunities by identifying upsells and cross-sells. • Work closely with Account Executives to develop account plans that nurture and lead customers to expansion. • Consistently contribute to maintaining enterprise NRR of ~120%. • Collaboration & Cross-Functional Work • Partner with Support, Solutions Engineering, and Product to unblock customers quickly. • Provide structured feedback and insights to product teams to shape roadmap priorities. • Lead or contribute to cross-functional projects that enhance customer experience.
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: 15 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 🛡️ – • 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! • Country-specific details are provided in your contract.
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