[Hiring] Strategic Customer Experience & Success Programs Manager @n8n

Role Description

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.

Qualifications

• 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.
• Comfortable using customer and revenue data to define metrics, identify patterns, and measure program impact in tools and systems.
• Strong project management skills and experience leading initiatives involving stakeholders across teams such as Sales, Product, Marketing, and RevOps.
• Ability to communicate complex ideas clearly in writing and verbally, and comfortable presenting recommendations and results to senior leadership.
• Comfortable operating with ambiguity, launching a strong v1, gathering feedback, and iterating quickly based on what you learn.

Requirements

• Nice-to-haves include experience in a fast-growing, product-led SaaS environment where processes and programs needed to evolve quickly.
• Hands-on experience with Customer Success platforms such as Gainsight, Catalyst, or Vitally and CRM systems such as Salesforce or HubSpot.
• Experience working with workflow automation, developer tools, or another technical product used by technical teams.
• Experience building or scaling a customer advisory board, voice-of-customer program, or another structured customer feedback initiative.

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.
• 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.