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n8n · 2 months ago

Customer Success Manager - High Touch (East Coast)

New York

Full-time

Onsite

Mid Level

n8n is an open workflow orchestration platform focused on AI. The Customer Success Manager will establish strong customer relationships to drive adoption, retention, and expansion, while managing a book of business and collaborating with cross-functional teams.

Artificial Intelligence (AI)Business Process Automation (BPA)Enterprise SoftwareInformation TechnologySaaS

No H1B

Responsibilities

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

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

Share insights and best practices that improve the team’s performance and customer outcomes

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%

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

Qualification

Customer Success experienceTechnical abilityCommercial acumenProcess designTechnical backgroundEnterprise experienceGrowth mindsetSoft skills

Required

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 ability: You can build workflows in n8n (or similar tools) to work more efficiently, handle technical basics, and know when and how to escalate issues

Commercial acumen: You have experience driving upsells and cross-sells, contributing to revenue growth

Strong soft skills: You're clear, structured, personable, and build lasting customer relationships

Preferred

Process design: You've been involved in setting up CS tooling, processes, or automations before

Technical background: You've held a technical role in the past, or regularly work with technical stakeholders

Enterprise experience: You've worked with large customers in a SaaS context

Growth mindset: You're adaptable, coachable, and keen to expand your technical and commercial expertise

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: Comprehensive medical (PPO 1200), dental, and vision plans.

Future planning 💰 – - Europe: We provide pension contributions according to local country norms.* - US: 401(k) retirement plan.

Financial security 🛡️ – - Europe: We provide benefits according to local country norms.* - US: Short-term & long-term disability insurance, life & AD&D coverage, and additional hospital coverage.

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!