Customer Success Manager - Touch; East Coast

Job description

The AI orchestration of your wildest imagination.

n8n is the open AI 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 160 people working across Europe and the US, connected by a shared builder spirit 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 145k+ Git Hub stars, making us one of the world’s Top 40 most popular projects
• Been ranked as one of Europe’s most promising privately held SaaS startups (4th in Sifteds 2025 B2B SaaS Rising 100)
• Raised $240m to date, from Sequoias first German seed to our recent $180m Series C - bringing us to a $2.5bn valuation
• And are grateful for our 94 eNPS score (most companies would call 70 excellent)

That’s the company we’ve built. Now we’d love to see what you can build. If you’re applying, try n8n out – whether you’re technical or not – and share a screenshot of your first workflow with us. The easiest place to start is here: app.n8n.cloud/register.

We’re in a defining moment of an incredible journey. Come and build with us.

Your main goal will be to establish strong, scalable customer relationships that drive adoption, retention, and expansion  do so, here are your 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.

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,…