Customer Success Manager - High Touch (East Coast)

n8n•New York, NY

52d

About The Position

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 160 - 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 145k+ GitHub 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 Sifted’s 2025 B2B SaaS Rising 100) Raised $240m to date, from Sequoia’s 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. We’re hiring a Customer Success Manager to cover enterprise accounts. This role reports to the Manager of Customer Success and is ideally based in New York or Boston. At n8n, Customer Success is mission-critical. Our customers are builders: Developers, ops teams, and innovators automating their workflows and scaling their impact through n8n. Ensuring they can implement our solution effectively and realize its full value isn’t just a nice-to-have, it’s what will keep them growing with us for years to come..

Requirements

🤝 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 background: You’ve held a technical role in the past, or regularly worked in a customer-facing role with technical / IT stakeholders; you can handle technical conversations and know when/how to escalate.
💼 Commercial acumen: You have experience driving upsells and cross-sells, contributing to revenue growth.
📞 Excellent interpersonal strengths: You communicate clearly, operate in a structured manner, and you build lasting customer relationships.
🤝 Cross-functional partnerships: Proven ability to collaborate cross-functionally with internal and external stakeholders
📊 Enterprise experience: You’ve worked with large customers in a SaaS/technology context.
🌱 Growth mindset: You’re adaptable, coachable, and keen to expand your technical and commercial expertise.

Nice To Haves

🛠 Process design: You’ve been involved in setting up CS tooling, processes, or automations before.
🤖 Automation curiosity: You’re familiar with AI and automation tools, bonus points if you’ve played around with n8n!
🚀 Startup or scale-up experience: Comfortable operating in fast-changing, high-growth environments
🎯 Bachelor’s degree: Preferably in a technical or engineering field

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.
Drive business value realization across the customer lifecycle and consistently surface that value back to customers through data, insights, and outcomes
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.

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: 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, 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!