Senior Customer Success Manager
Europe and the US, connected by a shared builder spirit and with our centre of gravity in Berlin. Listing locations: USA, EMEA/US time zonesFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- Artificial IntelligenceRESTful APIsSaaS
Requirements
- Enterprise Customer Success experience: You’ve owned a book of business for enterprise SaaS customers and can run kickoffs, onboardings and QBRs end-to-end.
- Value & outcomes mindset: You’re comfortable translating product usage into measurable outcomes, ROI, and executive-ready narratives
- Technical fluency: You can confidently engage with IT/engineering stakeholders (APIs, integrations, auth basics, environments), and you know when/how to escalate
- Commercial acumen: You’ve driven renewals and expansion (upsell/cross-sell), with a track record of retention and growth impact
- Operational rigor: You run a clear operating cadence, keep stakeholders aligned, and manage multiple priorities with structure and follow-through
- Clear, high-trust communication: You communicate crisply with both builders and executives, and you’re known for building durable relationships
- Cross-functional leadership: You partner effectively with Sales, Support, Solutions Engineering, and Product to unblock customers and improve the journey
- Builder mindset in ambiguity: You thrive in fast-changing environments and take ownership
Responsibilities
- 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
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