Customer Success Manager – Guided

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Manage a portfolio of around 30 n8n enterprise clients located on the US West Coast.

• Serve as the primary contact for clients post-sale, facilitating onboarding, adoption, and renewal processes.

• Spearhead customer kickoffs and success planning initiatives.

• Coordinate with stakeholders to align goals, timelines, responsibilities, and measurable outcomes.

• Drive onboarding and enablement efforts for both technical and business teams.

• Expedite time-to-value and resolve implementation challenges.

• Conduct health checks, executive syncs, quarterly business reviews (QBRs), and other customer engagement rhythms.

• Utilize customer data and adoption insights to inform priorities and decision-making.

• Track customer health and product usage indicators.

• Anticipate risks, manage escalations, and ensure stakeholder alignment.

• Measure and communicate business value, return on investment (ROI), adoption rates, efficiency improvements, and overall business impact.

• Identify and advance upsell and cross-sell opportunities in collaboration with Account Executives.

• Collaborate with Support, Solutions Engineering, and Product teams to address obstacles.

• Provide constructive feedback to Product and Engineering teams to help shape roadmap priorities.

⛳️ Requirements

• Experience in enterprise SaaS customer success, managing a portfolio of enterprise clients.

• Proven ability to execute kickoffs, onboardings, stakeholder alignment, and QBRs from start to finish.

• Technical proficiency in APIs, integrations, authentication, environments, and automation architecture.

• Experience in supporting renewals and expansion opportunities, including upselling and cross-selling.

• Demonstrated history of driving retention and growth outcomes.

• Capability to translate product usage into quantifiable business outcomes, ROI, and narratives suitable for executives.

• Proficient in structured operating rhythms and effective prioritization.

• Strong communication skills with both technical builders and executive stakeholders.

• Ability to cultivate enduring customer relationships.

• Experience in cross-functional collaboration with Sales, Support, Solutions Engineering, and Product teams.

• Capacity to excel in fast-paced, ambiguous environments and establish processes.

• Preferred experience with automation, AI tools, or workflow platforms.

• Background in startups or scale-ups is preferred.

• Experience collaborating across multiple regions is preferred.

• A technical or STEM degree or equivalent experience is preferred.

• Familiarity with workflow automation, integration, or iPaaS platforms is preferred.

• Proficiency in English, as it is the company's primary language.

• A valid right to work is required for countries outside of Germany.

🏝️ Benefits

• Equity ownership.

• In the US: 20 vacation days, 8 sick days, plus public holidays.

• Multiple low-premium, low-deductible medical plans available for individual and family coverage.

• No-cost premium HDHP option with a pre-funded Health Savings Account (HSA).

• Dental and vision insurance coverage.

• 401(k) retirement plan with a 4% employer match.

• Company-paid short-term and long-term disability insurance.

• Life insurance coverage.

• An annual professional development budget of €1K (or equivalent) for courses, books, events, or coaching.

• Regular hackathons to foster innovation.

• A remote-first work environment.

• Frequent off-site events for team bonding.

• A monthly contribution of $100 to support open-source projects.

• A transparent company culture.