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n8n is an open workflow orchestration platform built for the AI era, enabling technical teams to automate faster with the freedom of code and speed of no-code. The company has grown to 260+ employees across Europe and the US since 2019, with 650K+ active developers, 190K+ GitHub stars, and a $5.2bn valuation backed by Sequoia and SAP.
You will design and scale the programs, systems, and playbooks that help n8n retain, grow, and delight strategic enterprise customers while working with the scaled Customer Success team to ensure a cohesive customer journey across segments.
Key responsibilities include:
**Build and Scale Customer Success Programs:** 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 different customer tiers. Create scalable enablement materials including playbooks, templates, battlecards, and training to ensure consistent execution across the team.
**Turn Customer Data into Action:** Build and maintain customer health scoring models in partnership with RevOps and Data using meaningful signals of risk, adoption, and expansion opportunity. Partner with Customer Success leadership to translate retention and expansion goals into clear initiatives, timelines, and metrics. Track program performance across adoption, NRR, churn, CSAT, and NPS, identifying what works and where to 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. Build mechanisms that turn frontline feedback into structured, actionable insights.
**Drive Adoption and Continuous Improvement:** Lead change management for new Customer Success tools, programs, and processes. Gather feedback from CSMs and stakeholders to continuously improve programs. Take an iterative approach, launching practical first versions, measuring impact, and improving quickly.
**Requirements:**
Must-haves: 5+ years of experience in Customer Success, Revenue Operations, Strategy & Operations, or related function, with at least 2 years focused on building programs or processes rather than directly managing accounts. Comfortable using customer and revenue data to define metrics, identify patterns, and measure program impact. Strong project management skills and experience leading cross-functional initiatives involving Sales, Product, Marketing, and RevOps. Excellent written and verbal communication skills with ability to present recommendations to senior leadership. Bias toward action with comfort operating in ambiguity, launching strong v1s, and iterating based on feedback.
Nice-to-haves: Experience in fast-growing, product-led SaaS environments. Hands-on experience with Customer Success platforms (Gainsight, Catalyst, Vitally) and CRM systems (Salesforce, HubSpot). Experience with workflow automation, developer tools, or technical products for technical teams. Experience building or scaling customer advisory boards or voice-of-customer programs.
