Customer Success Manager - Guided - West Coast

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. This is a remote role, and we are looking to hire people in California or Texas (specifically Austin). 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.

Responsibilities

• 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

• Based in Austin, Texas
• 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.
• Value & outcomes mindset: You’re comfortable translating product usage into measurable business outcomes, ROI, and executive-ready narratives.
• 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.
• 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: Equity in n8n.
• Work/life balance:
  • 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: 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: Pension contributions according to local country norms.
  • US: 401(k) retirement plan with a 4% employer match.
• Financial security:
  • Europe: 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: €1K (or equivalent) per year to spend on courses, books, events, or coaching to level up your skills.
• A passionate team: Regular hackathons where we build the coolest things with n8n.
• Remote-first: Work remotely across Europe, with regular off-sites for team bonding.
• Giving back: $100 per month to support open-source projects you care about.
• AI enablement: Unlimited AI budget to explore and use the best tools to boost productivity and creativity.
• Transparency: Open access to company-wide goals, progress, and metrics.

Country-specific details are provided in your contract.