Customer Success Manager - Guided - West Coast

Job description

The AI orchestration of your wildest imagination. n8n is the open workflow orchestration platform built for the new era of AI. We give technical teams the freedom of code with the speed of no-code, so they can automate faster, smarter, and without limits. Backed by a fiercely inventive community and 500+ builder-approved integrations, we’re changing the way people bring systems together and scale ideas for impact. Since our founding in 2019, we’ve grown into a diverse team of over 260 - working across Europe and the US, connected by a shared builder spirit and with our centre of gravity in Berlin. Along the way, we’ve: - Cultivated a community of more than 650,000 active developers and builders - Earned 190K+ GitHub stars, making us one of the world’s Top 40 most popular projects - Backed by top investors, from Sequoia’s first German seed to our SAP's recent strategic investment - bringing us to a $5.2bn valuation That’s the company we’ve built. Now we’d love to see what you can build. If you’re applying, try n8n out - whether you’re technical or not - and share a screenshot of your first workflow with us. The easiest place to start is here: app.n8n.cloud/register http://app.n8n.cloud/register. We’re in a defining moment of an incredible journey. Come and build with us. This is a remote role, and we are looking to hire people in California or Texas (specifically Austin) only. As a Customer Success Manager for our Guided segment, you will serve as the primary post-sales partner for a portfolio of approximately 30 enterprise accounts across the US West Coast region, guiding customers from onboarding through scaled adoption and long-term expansion. You’ll run a strong operating cadence across customer engagements — including kickoffs, success planning, executive business reviews, adoption reviews, and renewals — helping customers translate product usage into measurable business outcomes and clear ROI. You will proactively manage customer health, identify risks before they become blockers, and drive resolution across technical and business stakeholders. In addition, you’ll help design scalable playbooks and programs that improve customer outcomes across the broader customer base. Working closely with Support, Solutions Engineering, Product, and Sales, you’ll turn technical success into durable revenue growth by driving adoption, renewals, and expansion opportunities that contribute to strong enterprise net revenue retention. WHAT YOU’LL BE DOING - Own a portfolio of n8n 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, accelerating time-to-value and unblocking implementation challenges - Establish a strong operating cadence (health checks, executive syncs, QBRs), using customer data and adoption insights to guide priorities and decisions - Monitor customer health and product usage signals to proactively identify risks, manage escalations, and maintain stakeholder alignment - Quantify and communicate business value throughout the customer lifecycle, building ROI narratives tied to adoption, efficiency gains, and business impact - Identify and progress expansion opportunities (upsell/cross-sell), partnering with Account Executives on account strategies that drive customer growth - Partner closely with Support, Solutions Engineering, and Product teams to resolve blockers quickly and deliver a seamless customer experience - Provide structured, actionable feedback to Product and Engineering, representing customer needs and helping shape roadmap priorities REQUIREMENTS 📍BASED IN AUSTIN, TEXAS 🤝 ENTERPRISE CUSTOMER SUCCESS EXPERIENCE You’ve managed a portfolio of enterprise SaaS customers and can confidently run kickoffs, onboardings, stakeholder alignment, and QBRs end-to-end. 📊 VALUE & OUTCOMES MINDSET You’re comfortable translating product usage into measurable business outcomes, ROI, and executive-ready narratives. 💻 TECHNICAL FLUENCY You can engage credibly with IT and engineering stakeholders across topics like APIs, integrations, authentication, environments, and automation architecture — and know when to escalate. 💼 COMMERCIAL ACUMEN You’ve supported renewals and expansion opportunities (upsell/cross-sell), with a track record of driving retention and growth outcomes. 🧭 OPERATIONAL RIGOR You run a structured operating cadence, manage competing priorities effectively, and keep stakeholders aligned with strong follow-through. 🗣 CLEAR, HIGH-TRUST COMMUNICATION You communicate clearly with both technical builders and executive stakeholders, and you’re known for building durable customer relationships. 🤝 CROSS-FUNCTIONAL LEADERSHIP You partner effectively with Sales, Support, Solutions Engineering, and Product to unblock customers and improve the customer journey. 🌱 BUILDER MINDSET IN AMBIGUITY You thrive in fast-moving environments, take ownership, and enjoy building processes as the company scales. NICE-TO-HAVES 🤖 AUTOMATION + AI CURIOSITY You’ve used automation, AI tools, or workflow platforms before and can bring ideas that improve customer value realization. 🚀 STARTUP/SCALE-UP EXPERIENCE You’ve operated in high-growth environments and enjoy “building the plane while flying it.” 🌎 MULTI-REGION COLLABORATION EXPERIENCE You’ve worked with distributed teams and enterprise stakeholders across multiple US time zones or globally. 🎓 TECHNICAL OR STEM EDUCATION Degree or equivalent experience in a technical field such as Computer Science, Engineering, or similar. 🧩 FAMILIARITY WITH N8N OR SIMILAR PLATFORMS Experience with workflow automation, integration, or iPaaS platforms will help you ramp quickly. 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/Diversity-inclusion-and-belonging-n8n-c1bec2fff536422d868b1a438d990e35?pvs=21 (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: 20 vacation days, 8 sick days, plus public holidays wherever you are. - Health & wellness 🩺 – - Europe: We provide benefits according to local country norms.* - US: Multiple low-premium, low-deductible medical plans with coverage for individuals and families—plus a no-cost premium HDHP option with a pre-seeded HSA—along with dental and vision coverage. - Future planning 💰 – - Europe: We provide pension contributions according to local country norms.* - US: 401(k) retirement plan with a 4% employer match. - Financial security 🛡️ – - Europe: We provide benefits according to local country norms.* - US: Company-paid short-term and long-term disability insurance, plus life insurance to support you and your loved ones. - 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. * Country-specific details are provided in your contract.