Strategic Customer Experience & Success Programs Manager

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

📋 Description

• Design and continually enhance strategic Customer Success initiatives throughout onboarding, adoption, QBRs, renewals, executive escalations, and other vital customer journey moments.

• Formulate customer segmentation strategies and formalize engagement models and playbooks for Customer Success Managers (CSMs) across various customer tiers.

• Develop scalable enablement resources such as playbooks, templates, battlecards, and training materials.

• Construct and sustain the customer health scoring model in collaboration with RevOps and Data teams.

• Convert retention and expansion objectives into actionable initiatives, timelines, metrics, and operational rhythms.

• Monitor metrics including adoption, NRR, churn, CSAT, and NPS performance, while pinpointing areas for improvement.

• Oversee voice-of-customer initiatives, customer advisory boards, and product feedback loops.

• Collaborate with Sales, Product, Marketing, RevOps, and Engineering to guide business decisions using customer insights.

• Transform frontline customer feedback into structured, actionable insights.

• Manage change for Customer Success tools, programs, and processes, which includes communication, training, rollout, and adoption.

• Collect stakeholder feedback to refine programs and eliminate operational friction.

• Initiate practical program versions, evaluate their impact, and iterate swiftly.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Revenue Operations, Strategy & Operations, or a related role.

• At least 2 years dedicated to developing programs or processes instead of directly managing accounts.

• Proficient in utilizing customer and revenue data to establish metrics, recognize trends, and assess program effectiveness.

• Strong project management capabilities and experience leading cross-functional initiatives involving Sales, Product, Marketing, and RevOps.

• Excellent written and verbal communication skills.

• Comfortable presenting recommendations and outcomes to senior leadership.

• Able to navigate ambiguity, launch a robust version 1, gather feedback, and iterate quickly.

• Experience in a high-growth, product-led SaaS environment (preferred).

• Practical experience with Customer Success platforms such as Gainsight, Catalyst, or Vitally, as well as CRM systems like Salesforce or HubSpot (preferred).

• Familiarity with workflow automation, developer tools, or other technical products utilized by technical teams (preferred).

• Experience in establishing or scaling a customer advisory board, voice-of-customer program, or structured customer feedback initiative (preferred).

• Company language is English.

• For applicants outside Germany, a valid right to work is necessary; n8n can sponsor visas for Germany.

🏝️ Benefits

• Competitive salary package.

• Equity ownership in n8n.

• Europe: 30 days of vacation plus public holidays regardless of location.

• US: 20 vacation days, 8 sick days, plus public holidays wherever you are.

• Europe: Health and wellness benefits in line with local country standards.

• US: A variety of low-premium, low-deductible medical plans, along with a no-cost premium HDHP option that includes a pre-seeded HSA, plus dental and vision coverage.

• Europe: Pension contributions according to local country standards.

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

• US: Company-funded short-term and long-term disability insurance and life insurance.

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

• Regular hackathons.

• Remote-first work culture throughout Europe with regular off-site meetings.

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

• Transparency regarding company operations and performance.