Customer Success Manager - Scaled

n8n•New York, NY

4d•Remote

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 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 188K+ 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 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.

Requirements

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 escalate 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.

Responsibilities

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
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 scaleable way - e.g. webinars and round tables.
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
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

Benefits

Competitive compensation
Ownership with equity
30 days of vacation in Europe, 20 vacation days in the US
Public holidays
8 sick days in the US
Health & wellness benefits (local norms in Europe, multiple medical plans with coverage for individuals and families, dental and vision coverage in the US)
Pension contributions in Europe
401(k) retirement plan with a 4% employer match in the US
Financial security benefits (local norms in Europe, company-paid short-term and long-term disability insurance, plus life insurance in the US)
Career growth: €1K per year for courses, books, events, or coaching
Passionate team with regular hackathons
Remote-first work environment with regular off-sites
$100 per month to support open source projects
Unlimited AI budget
Transparency in company operations