Strategic Customer Experience & Success Programs Manager
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Job Description
Customer Success programs manager scaling onboarding, health scoring, and retention systems. Improving enterprise customer outcomes at n8n, an open AI workflow orchestration platform.
Responsibilities:
- Design and continuously improve strategic Customer Success programs across onboarding, adoption, QBRs, renewals, executive escalations, and other critical customer-journey moments
- Develop customer segmentation strategies and codify engagement models and playbooks for CSMs across customer tiers
- Create scalable enablement materials including playbooks, templates, battlecards, and training
- Build and maintain the customer health scoring model with RevOps and Data
- Translate retention and expansion goals into initiatives, timelines, metrics, and operating rhythms
- Track adoption, NRR, churn, CSAT, and NPS performance and identify improvements
- Lead voice-of-customer programs, customer advisory boards, and product feedback loops
- Partner with Sales, Product, Marketing, RevOps, and Engineering to inform business decisions with customer insights
- Turn frontline customer feedback into structured, actionable insights
- Lead change management for Customer Success tools, programs, and processes, including communication, training, rollout, and adoption
- Gather stakeholder feedback to improve programs and remove operational friction
- Launch practical program versions, measure impact, and iterate quickly
Requirements:
- 5+ years of experience in Customer Success, Revenue Operations, Strategy & Operations, or a related function
- 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
- Clear written and verbal communication skills
- Comfortable presenting recommendations and results to senior leadership
- Comfortable operating with ambiguity, launching a strong v1, gathering feedback, and iterating quickly
- High-growth, product-led SaaS experience (nice-to-have)
- Hands-on experience with Customer Success platforms such as Gainsight, Catalyst, or Vitally and CRM systems such as Salesforce or HubSpot (nice-to-have)
- Experience with workflow automation, developer tools, or another technical product used by technical teams (nice-to-have)
- Experience building or scaling a customer advisory board, voice-of-customer program, or structured customer feedback initiative (nice-to-have)
- Company language is English
- For countries other than Germany, existing right to work is required; n8n can sponsor visas to Germany
Benefits:
- Competitive compensation
- Equity ownership in n8n
- Europe: 30 days of vacation plus public holidays wherever you are
- US: 20 vacation days, 8 sick days, plus public holidays wherever you are
- Europe: Health and wellness benefits according to local country norms
- US: Multiple low-premium, low-deductible medical plans, no-cost premium HDHP option with pre-seeded HSA, dental and vision coverage
- Europe: Pension contributions according to local country norms
- US: 401(k) retirement plan with 4% employer match
- US: Company-paid short-term and long-term disability insurance and life insurance
- €1K (or equivalent) annual career development budget for courses, books, events, or coaching
- Regular hackathons
- Remote-first work across Europe with regular off-sites
- $100 per month to support open-source projects
- Transparency about company work and performance
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