Customer Success Manager - Guided - West Coast

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.

Note: This is a remote role restricted to candidates located in California or Texas (specifically Austin).

About the Role

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

• Location: Based in California or Austin, Texas.
• Enterprise Customer Success Experience: Track record managing a portfolio of enterprise SaaS customers, running kickoffs, onboardings, stakeholder alignment, and QBRs end-to-end.
• Value & Outcomes Mindset: Comfortable translating product usage into measurable business outcomes, ROI, and executive-ready narratives.
• Technical Fluency: Able to engage credibly with IT and engineering stakeholders across APIs, integrations, authentication, environments, and automation architecture.
• Commercial Acumen: Experience supporting renewals and expansion opportunities (upsell/cross-sell) with a record of driving retention and growth.
• Operational Rigor: Skilled at running structured operating cadences, managing competing priorities, and delivering clear follow-through.
• Clear Communication: Exceptional written and verbal communication skills across technical builders and executive stakeholders.
• Cross-Functional Leadership: Strong partnership skills with Sales, Support, Solutions Engineering, and Product.
• Builder Mindset: Thrives in fast-moving, ambiguous environments and enjoys building processes as the company scales.

Nice-to-Haves

• Automation & AI Curiosity: Experience using automation, AI tools, or workflow platforms.
• Startup/Scale-up Experience: Background operating in high-growth environments.
• Multi-region Collaboration: Experience working with distributed teams across US time zones or globally.
• Technical Education: Degree or equivalent experience in Computer Science, Engineering, or a related field.
• Platform Familiarity: Prior experience with n8n, workflow automation, or iPaaS platforms.

Benefits

• Competitive Compensation & Equity: Fair pay plus stock options.
• Time Off: 20 vacation days, 8 sick days, plus US public holidays.
• Health Coverage: Multiple low-premium, low-deductible medical plans (including a pre-seeded HSA option), plus dental and vision coverage.
• Retirement: 401(k) retirement plan with a 4% employer match.
• Insurance: Company-paid short-term/long-term disability and life insurance.
• Learning Budget: €1,000 (or equivalent) per year for courses, books, events, or coaching.
• Open Source Support: $100 per month to support open source projects you care about.
• Culture: Hackathons, high transparency, and regular team off-sites.