Senior Customer Success Manager

This is a fully remote position, open to applicants in Texas.

📋 Description

• Manage a portfolio of n8n’s key enterprise clients, serving as the main post-sales partner throughout onboarding, adoption, and renewal phases.

• Facilitate customer kickoffs and success planning, ensuring all stakeholders are aligned on objectives, timelines, roles, and measurable results.

• Spearhead onboarding and enablement initiatives for both technical and business audiences, removing obstacles to implementation and speeding up time-to-value.

• Develop a robust operational rhythm (health checks, executive syncs, quarterly business reviews), leveraging data and insights to inform priorities and decisions.

• Track customer health and product usage indicators to proactively spot risks, manage escalations, and maintain stakeholder alignment.

• Measure and articulate business value throughout the customer lifecycle, creating ROI narratives linked to adoption, outcomes, and impact.

• Identify and advance expansion opportunities (upselling/cross-selling), collaborating with Account Executives on account strategies that promote growth.

• Work closely with Support, Solutions Engineering, and Product teams to swiftly resolve issues and ensure a seamless customer experience.

• Offer structured and actionable feedback to Product and Engineering, advocating for customer needs and influencing roadmap priorities.

⛳️ Requirements

• Experience in Enterprise Customer Success: You have managed a business portfolio for enterprise SaaS clients and can successfully conduct kickoffs, onboarding, and QBRs from start to finish.

• Focus on value and outcomes: You are adept at translating product usage into quantifiable outcomes, ROI, and narratives suitable for executive audiences.

• Technical fluency: You can confidently converse with IT/engineering stakeholders (APIs, integrations, authentication basics, environments) and know when and how to escalate issues.

• Commercial understanding: You have a proven track record in driving renewals and expansion (upselling/cross-selling), demonstrating retention and growth impact.

• Strong operational discipline: You maintain a clear operating rhythm, ensure stakeholder alignment, and manage various priorities with structure and follow-through.

• Effective and trustworthy communication: You communicate clearly with both builders and executives, and are recognized for establishing strong relationships.

• Cross-functional leadership: You effectively collaborate with Sales, Support, Solutions Engineering, and Product teams to remove barriers for customers and enhance their experience.

• Adaptability in ambiguity: You thrive in rapidly changing environments and take ownership of your responsibilities.

• Nice-to-haves:

• Curiosity about Automation and AI: You have experience using automation/AI tools (or iPaaS/workflow platforms) and can contribute ideas that enhance customer value realization.

• Experience in startups or scale-ups: You have worked in fast-growing environments and enjoy the challenge of “building the plane while flying it.”

• Multi-regional experience: You have engaged with global enterprise accounts across EMEA/US time zones and complex stakeholder groups.

• Technical or STEM education: A degree or relevant training in a technical field is advantageous (Computer Science, Engineering, etc.).

• Familiarity with n8n or similar tools: Previous exposure to workflow automation/integration platforms will help you ramp up quickly.

🏝️ 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.