Senior Customer Success Manager | US Remote

New York•Boston•New Jersey•Florida•Pennsylvania•Massachusetts•Virginia

Remote

Senior

Full Time

3 months ago

remoteenterprisecustomer successSaaSAIautomationtechnical fluencycross-functionalhigh-growthequity

Requirements

•Enterprise Customer Success experience with ownership of enterprise SaaS customer accounts and ability to run kickoffs, onboardings and QBRs end-to-end
•Value & outcomes mindset with ability to translate product usage into measurable outcomes, ROI, and executive-ready narratives
•Technical fluency to engage with IT/engineering stakeholders (APIs, integrations, auth basics, environments) and know when/how to escalate
•Commercial acumen with experience driving renewals and expansion (upsell/cross-sell) and track record of retention and growth impact
•Operational rigor to run a clear operating cadence, keep stakeholders aligned, and manage multiple priorities with structure and follow-through
•Clear, high-trust communication skills with both builders and executives and ability to build durable relationships
•Cross-functional leadership partnering effectively with Sales, Support, Solutions Engineering, and Product to unblock customers and improve the journey
•Builder mindset thriving in fast-changing environments and taking ownership

•Own a book of n8n’s most strategic enterprise customers, acting as the primary post-sales partner across onboarding, adoption, and renewal
•Lead customer kickoffs and success planning, aligning stakeholders on goals, timelines, responsibilities, and measurable outcomes
•Drive onboarding and enablement across technical and business audiences, unblocking implementation and accelerating time-to-value
•Establish a strong operating cadence (health checks, exec syncs, QBRs), using data and insights to guide priorities and decisions
•Monitor customer health and product usage signals to proactively identify risks, manage escalations, and keep stakeholders aligned
•Quantify and communicate business value throughout the lifecycle, building ROI narratives tied to adoption, outcomes, and impact
•Identify and progress expansion opportunities (upsell/cross-sell), partnering with Account Executives on account plans that drive growth
•Partner closely with Support, Solutions Engineering, and Product to resolve blockers quickly and deliver a seamless customer experience
•Provide structured, actionable feedback to Product and Engineering, representing customer needs and shaping roadmap priorities

•Automation + AI curiosity with experience using automation/AI tools or iPaaS/workflow platforms
•Startup/scale-up experience in high-growth environments
•Multi-region experience working with global enterprise accounts across EMEA/US time zones and complex stakeholder groups
•Technical or STEM education such as degree or equivalent training in Computer Science, Engineering etc.
•Familiarity with n8n or similar workflow automation/integration platforms

•Competitive compensation
•Equity ownership
•Work/life balance with 30 days vacation plus public holidays in Europe and 20 vacation days, 8 sick days plus public holidays in US
•Health & wellness benefits according to local norms in Europe; multiple medical plans including no-cost premium HDHP with HSA, dental and vision coverage in US
•Future planning with pension contributions in Europe and 401(k) with 4% employer match in US
•Financial security with benefits according to local norms in Europe; company-paid short-term and long-term disability insurance and life insurance in US
•Career growth budget of €1K or equivalent per year for courses, books, events, or coaching
•Passionate team with regular hackathons
•Remote-first work environment with some hybrid roles in US
•Giving back with $100 per month to support open source projects
•Unlimited AI budget for productivity and creativity tools
•Transparency about company work and performance
•Ambitious but kind culture with eNPS of 94 for 2024