Strategic Customer Experience & Success Programs Manager
New
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n8nSaaS, AI Automation
Location: Germany; Secondary Locations: Slovenia, Netherlands, Berlin Office, Portugal, Finland, Slovakia, Ireland, Bulgaria, United Kingdom, Spain, GreeceFull-TimeManager
SalaryCompetitive compensation — We offer fair and attractive pay.
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Job Details
- Languages
- English
- Experience
- 5+ years of experience in Customer Success, Revenue Operations, Strategy & Operations, or a related function, including at least 2 years focused on building programs or processes.
- Required Skills
- Data AnalysisSalesforceHubSpot
Requirements
- 5+ years of experience in Customer Success, Revenue Operations, Strategy & Operations, or a related function.
- At least 2 years focused on building programs or processes rather than directly managing accounts.
- Analytical mindset with experience using customer and revenue data to identify patterns and measure impact.
- Strong project management skills and experience leading initiatives across Sales, Product, Marketing, and RevOps.
- Clear written and verbal communication skills.
- Ability to present recommendations and results to senior leadership.
- Experience operating with ambiguity and iterating quickly based on feedback.
- Experience in a high-growth, product-led SaaS environment preferred.
- Hands-on experience with Customer Success platforms like Gainsight, Catalyst, or Vitally.
- Experience with CRM systems such as Salesforce or HubSpot.
- Experience working with workflow automation or developer tools.
Responsibilities
- Design and continuously improve strategic programs across onboarding, adoption, QBRs, renewals, and executive escalations.
- Develop customer segmentation strategies and codify engagement models and playbooks for CSMs.
- Create scalable enablement materials such as templates, playbooks, and battlecards.
- Build and maintain customer health scoring models in partnership with RevOps and Data teams.
- Track program performance metrics including adoption, NRR, churn, CSAT, and NPS.
- Lead cross-functional initiatives such as voice-of-customer programs and customer advisory boards.
- Lead change management for new tools, programs, and processes.
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