Customer Success Manager - High Touch (East Coast)

Overview n8n is a workflow automation platform that uniquely combines AI capabilities with business process automation. We give technical teams the flexibility of code with the speed of no-code, backed by a passionate community of builders. With 500+ integrations and fair-code principles, we're revolutionizing how businesses connect their systems and processes. We were founded end of 2019 and currently: We’re a diverse team of + 140 talented people Our annual recurring revenue is growing over 9x year-over-year With +130k GitHub stars, we are in the top 50 most popular projects of all time on GitHub We were the 25th fastest growing startup last year and 4th BtoB SaaS Rising 100 this year in Europe according to Sifted We were Sequoia's first seed investment in Germany, and most recently secured our $60M Series B (February 25, led by Highland) Your main goal will be to establish strong, scalable customer relationships that drive adoption, retention, and expansion at n8n. To do so, here are your responsibilities: Responsibilities Customer Success Management — 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. Process & Automation Creation — 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. Revenue Growth & Retention — 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%. Collaboration & Cross-Functional Work — 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. Requirements Must-haves 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. Nice-to-haves 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. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, 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. We value diversity and inclusion. For details about our Diversity, Inclusion and Belonging initiatives, please review our global efforts in the Diversity, Inclusion and Belonging materials. Location disclaimer: If you see multiple job postings for the same role, it is most likely because we’re hiring remotely for this role and posting in different locations to ensure visibility. Please apply to the location you’re most likely to work from in the future. Benefits Competitive compensation – We offer fair and attractive pay. Ownership – Core value is to “empower others,” with equity included. Work/life balance – We work hard but allow time to recharge: Europe – 30 days of vacation, plus public holidays where applicable US – 15 vacation days, 8 sick days, plus public holidays where applicable Health & wellness – Europe benefits per local norms; US medical, dental, and vision plans Future planning – Europe pension contributions; US 401(k) Financial security – Europe benefits per local norms; US disability, life & AD&D, and hospital coverage Career growth – €1K per year for courses, books, events, or coaching A passionate team – Regular hackathons and product enthusiasm Remote-first – Remote across Europe with team bonding off-sites; some roles (e.g., US sales) may be hybrid Giving back – $100 per month to support projects you care about Transparency – Visibility into work, company performance, and goals An ambitious but kind culture – eNPS 94 in 2024 * Country-specific details are provided in your contract. #J-18808-Ljbffr n8n.io