Customer Success Manager (East Coast)

n8n is a workflow automation platform that uniquely combines AI capabilities with business process automation. We give technical teams the flexibility of code with the speed of no-code, backed by a passionate community of builders. With 500+ integrations and fair-code principles, we're revolutionizing how businesses connect their systems and processes.

We were founded end of 2019 and currently:

• 🧑‍🤝‍🧑 We’re a diverse team of + 90 talented people 🚀 Our annual recurring revenue is growing 3x year-over-year

• ⭐️ With +70k GitHub stars, we are in the top 150 most popular projects of all time on Github

• 🍾 We’re Europe’s 25th fastest growing startup in 2024 according to Sifted

• 🌱 We now count a total of $58m in funding: we were Sequoia's first seed investment in Germany, and most recently secured our €35m Series B (February 2025 - led by Highland)

🎯 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.

To achieve this, here are your responsibilities:

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

Requirements

Must-have

🌍 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).

Nice-to-have

💼 Commercial acumen: You’ve had experience in Account Management or Sales, and can spot opportunities for growth in an account

🔄 Experience in early stage teams: You are comfortable operating in ambiguity, and proactive in setting up/improving processes

👨‍💻 Technical personas: You have sold/handled accounts with engineers or IT teams as end-users or you’ve been an engineer in the past

🛠️ Familiarity with n8n or other low-code platforms: You have a technical understanding of workflow automation platforms

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, veteran status, or disability status.

We can sponsor visas to Germany; for any other country, you need to have existing right to work.

Our company language is English.

You care about diversity and inclusion? We do too! Check out our Diversity, Inclusion and Belonging initiatives at n8n (https://www.notion.so/n8n/Diversity-inclusion-and-belonging-n8n-c1bec2fff536422d868b1a438d990e35).

Location disclaimer: If you see multiple job postings for the same role, it is most likely because we're hiring remotely for this role and posting in different locations to make sure every potential candidate can see the role. Please apply to the location you're the most likely to work from in the future.

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: Comprehensive medical (PPO 1200), dental, and vision plans.

• Future planning 💰 –

  • Europe: We provide pension contributions according to local country norms.*

  • US: 401(k) retirement plan.

• Financial security 🛡️ –

  • Europe: We provide benefits according to local country norms.*

  • US: Short-term & long-term disability insurance, life & AD&D coverage, and additional hospital coverage.

• 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.

• 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!

* Country-specific details are provided in your contract.