Customer Success Manager - Scaled

The AI orchestration of your wildest imagination. n8n is the open workflow orchestration platform built for the new era of AI. We give technical teams the freedom of code with the speed of no-code, so they can automate faster, smarter, and without limits. Backed by a fiercely inventive community and 500+ builder-approved integrations, we’re changing the way people bring systems together and scale ideas for impact. Since our founding in 2019, we’ve grown into a diverse team of over 260 - working across Europe and the US, connected by a shared builder spirit and with our centre of gravity in Berlin. Along the way, we’ve: Cultivated a community of more than 650,000 active developers and builders Earned 190K+ GitHub stars, making us one of the world’s Top 40 most popular projects Backed by top investors, from Sequoia’s first German seed to our SAP's recent strategic investment - bringing us to a $5.2bn valuation We’re in a defining moment of an incredible journey. Come and build with us. Your main goal will be to establish strong relationships with our customers in a scalable way, ensuring they successfully adopt n8n and are in a position to grow with us year after year. To do so, you’ll combine hands‑on customer work with building scalable processes and automations that help us deliver an outstanding customer experience. Customer Success Management Onboard new customers and set them up for long-term success Nurture expansion opportunities Proactively solve technical and commercial challenges across your book of business Manage customer communications and support escalations smoothly Process & Automation Building Design playbooks, workflows and automations to engage with customers at scale Build systems that allow you and the team to serve a higher volume of customers efficiently Share best practices and learnings to help the CS team improve continuously Identify and execute initiatives that bring value to customers in a scalable way – e.g. webinars and round tables Commercial Growth Lead expansion and renewal conversations to drive upsell and cross‑sell opportunities Progress order forms and ensure seamless collaboration with Sales teams Run quarterly business reviews with key customers to uncover growth potential Operational Excellence Keep customer data and CRM records accurate and actionable Lead projects that improve CS processes for the whole team Collaborate cross‑functionally with Support, Sales and Product to deliver value Requirements Must‑haves Customer Success expertise : You know how to manage a book of business, run QBRs, and deliver great onboarding experiences. Curiosity & intelligence : You quickly grasp what n8n does for people and why they buy it, and can adapt your approach accordingly. Technical ability : You can build workflows in n8n, understand technical basics, and know when and how to upscale effectively. Commercial acumen : You have experience managing upsells and cross‑sells in a SaaS environment. Nice‑to‑haves Scaled CS experience : You’ve managed a large, low‑touch customer portfolio before. Strong communication skills : You have a clear, structured speaking style and great phone presence. Process mindset : You’ve helped set up CS tooling, processes or playbooks in past roles. Technical engagement : You’re comfortable engaging with technical audiences in a commercial capacity. n8n is an equal opportunity employer and does not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status. We can sponsor visas to Germany; for any other country, you need to have existing right to work. Our company language is English. 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, such as 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. * Country‑specific details are provided in your contract. #J-18808-Ljbffr