Customer Success Manager, n8n

• 🌍 Customer-success experience: You have at least 3 years of experience as a customer success
• 🌱 Startup experience: You’ve worked in a high-growth, B2B SaaS environment and understand the fast-paced nature of scale-ups
• 💡 Systems-thinker: You spot improvements to processes, always thinking of how to improve, scale, and automate them
• 🧠 Strong technical acumen: You’re comfortable learning and using complex technical products
• 🎯 Proactive communicator: You don’t wait for problems to arise—you act early, identifying opportunities to add value
• 🤝 Team player: You love working cross-functionally and thrive in an environment of collaboration
• 💼 Customer Company Size: You have experience working with companies of a similar size to n8n’s customers base (broadly 100-1000+ employees)

Desirable

• 🎯 Your main goal will be to ensure our customers are empowered to succeed with n8n, driving higher NRR and ARR, reducing churn, and fostering long-term customer relationships
• 1- Onboard new mid-market enterprise customers (40%)
• 💡 Lead onboarding sessions to ensure customers can build workflows and integrate n8n into their business smoothly
• 🎯 Run product demos and guide customers through the first 3 months, setting them up for success
• 📊 Set up and run QBRs (Quarterly Business Reviews) to align on customer goals and progress
• 2- Manage customer retention and upsell opportunities (30%)
• 🤝 Build strong, trusted relationships with customers to prevent churn and contractions
• 🔄 Work closely with Sales to identify and pursue expansion and upsell opportunities
• 📈 Proactively manage renewals, partnering with Account Executives (AEs) to secure customer satisfaction and continued growth
• 3- Be the customer’s advocate internally (10%)
• 🎤 Relay customer feedback to Product and Engineering to enhance the platform and fix pain points
• 🔄 Collaborate with Support and Solutions Engineers to resolve technical issues, ensuring customers always feel supported
• 🌍 Represent customers in internal meetings, ensuring their needs are top of mind
• 4- Improve Customer Success processes (20%)
• ️ Suggest and implement improvements to CS workflows and tooling
• 📊 Use data to track key metrics, analyze customer behavior, and provide insights to improve retention and engagement
• 🤖 Leverage automation to streamline processes and enhance customer experience

• Deadline to Apply May 23, 2025 at 11:00 PM UTC