Customer Success Manager

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 400+ 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 + 70 talented people
Our annual recurring revenue is growing 3x year-over-year
️ With +51k GitHub stars, we are in the top 0.0001% most popular projects on Github
We’re Europe’s 25th fastest growing startup in 2024 according to Sifted
We now count a total of $20m in funding: we were Sequoia's first seed investment in Germany, and most recently secured a Series A extension (February 2024)

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_._

**Benefits**:
**Competitive compensation**
**Ownership**: Our core value is to “empower others”, and we give you a slice of n8n in the form of equity.
**Work/life balance**: We work hard, but make sure everyone can properly recharge their batteries with 30 days holiday, plus public holidays wherever you are.
**Career growth**:We are looking to hire 'rising stars', who can grow with the company into more senior roles. We give you €1k a year to spend on courses, books, events and coaching, to support you in developing your career.
**A passionate team**: We love our product, and we have regular office hackathons to see who can build the coolest thing with it
**Remote-first**: Unless specified otherwise on the job posting, our tea