Strategic Customer Experience & Success Programs Manager

• Cultivated a community of more than 650,000 active developers and builders

🎯 Your main goal will be to design and scale the programs, systems, and playbooks that help n8n retain, grow, and delight our most strategic enterprise customers, while working with the scaled Customer Success team to ensure a cohesive customer journey across segments.

To make that happen, you’ll turn customer insights and company goals into repeatable programs that enable our Customer Success team to operate effectively at scale:

BUILD AND SCALE CUSTOMER SUCCESS PROGRAMS

• Design and continuously improve strategic programs across onboarding, adoption, QBRs, renewals, executive escalations, and other critical moments in the customer journey.

• Develop customer segmentation strategies and codify the engagement models and playbooks CSMs should use across different customer tiers.

• Create scalable enablement materials, including playbooks, templates, battlecards, and training, so programs are executed consistently across the team.

TURN CUSTOMER DATA INTO ACTION

• Build and maintain our customer health scoring model in partnership with RevOps and Data, using meaningful signals of customer risk, adoption, and expansion opportunity.

• Partner with Customer Success leadership and operations to translate retention and expansion goals into clear initiatives, timelines, metrics, and operating rhythms.

• Track program performance across metrics such as adoption, NRR, churn, CSAT, and NPS, identifying what is working and where we should iterate.

CONNECT CUSTOMER INSIGHT ACROSS n8n

• Lead cross-functional initiatives such as voice-of-customer programs, customer advisory boards, and product feedback loops.

• Partner closely with Sales, Product, Marketing, RevOps, and Engineering to ensure customer insights inform decisions across the business.

• Build mechanisms that turn frontline customer feedback into structured, actionable insights for relevant teams.

DRIVE ADOPTION AND CONTINUOUS IMPROVEMENT

• Lead change management for new Customer Success tools, programs, and processes, including communication, training, rollout, and adoption.

• Gather feedback from CSMs and stakeholders to continuously improve programs and remove friction from how the team operates.

• Take an iterative approach to program development, launching practical first versions, measuring their impact, and improving them quickly.

REQUIREMENTS

Must-haves

• 🚀 Customer Success program experience: You have 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 rather than directly managing accounts.

• 📊 Analytical mindset: You’re comfortable using customer and revenue data to define metrics, identify patterns, and measure program impact in tools and systems.

• 🧭 Cross-functional project leadership: You have strong project management skills and experience leading initiatives involving stakeholders across teams such as Sales, Product, Marketing, and RevOps.

• 💬 Clear communication: You communicate complex ideas clearly in writing and verbally, and you’re comfortable presenting recommendations and results to senior leadership.

• ⚡ Bias toward action: You’re comfortable operating with ambiguity, launching a strong v1, gathering feedback, and iterating quickly based on what you learn.

Nice-to-haves

• 📈 High-growth SaaS experience: You’ve worked in a fast-growing, product-led SaaS environment where processes and programs needed to evolve quickly.

• 🔧 Customer Success tooling: You have hands-on experience with Customer Success platforms such as Gainsight, Catalyst, or Vitally and CRM systems such as Salesforce or HubSpot.

• 🤖 Technical product exposure: You have experience working with workflow automation, developer tools, or another technical product used by technical teams.

• 🎙️ Voice of the customer: You’ve built or scaled a customer advisory board, voice-of-customer program, or another structured customer feedback initiative.

Why join us?

At n8n, you’ll have the opportunity to shape how Customer Success operates as we scale. Your work will directly influence how we retain and grow strategic customers, how our CSMs engage them, and how customer insight feeds back into teams across the company.

You’ll work highly cross-functionally and have meaningful visibility into some of the most important customer and revenue challenges at one of Europe’s fastest-growing startups. You’ll join a remote-first environment where autonomy, experimentation, and continuous improvement are part of how we work — and where you’ll have room to build programs that can scale with the company.

Sound like a challenge you’re excited to take on?

Apply now — and help us build the future of automation.

Our company language is English.

Benefits

• Competitive compensation 💸 – We offer fair and attractive pay.

  • Europe: 30 days of vacation, plus public holidays wherever you are.

• Health & wellness 🩺 –

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

• Future planning 💰 –

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

• Financial security 🛡️ –

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