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.

This is a remote role working West Coast hours, and we are looking to hire people based in one of the following states: Washington, California, Colorado, Texas.

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

🤝 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.

💻 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.

📊 Value & outcomes mindset

You’re comfortable translating product usage into measurable business outcomes, ROI, and executive-ready narratives.

🧭 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.

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:
  • US: 20 vacation days, 8 sick days, plus public holidays wherever you are.
• Health & wellness 🩺 –
  • 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 💰 –
  • US: 401(k) retirement plan with a 4% employer match.
• 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.
• Transparency 🙏 – We all know what everyone’s working on, how the company is doing—the whole shebang.