Customer Success Manager - Low Touch (EMEA)

<p>n8n is a workflow automation platform that uniquely combines AI capabilities with business process automation. We give technical teams the flexibility of code with the speed of no-code, backed by a passionate community of builders. With 500+ integrations and fair-code principles, we're revolutionizing how businesses connect their systems and processes. </p><p></p><p>We were founded end of 2019 and currently: </p><ul><li><p>🧑‍🤝‍🧑 We’re a diverse team of + 140 talented people </p></li><li><p>🚀 Our annual recurring revenue is growing over 9x year-over-year </p></li><li><p>⭐️ With +130k GitHub stars, we are in the top 50 most popular projects of all time on GitHub </p></li><li><p>🍾 We were the 25th fastest growing startup last year and 4th BtoB SaaS Rising 100 this year in Europe according to Sifted </p></li><li><p>🌱 We were Sequoia's first seed investment in Germany, and most recently secured our $60M Series B (February '25, led by Highland)</p></li></ul><p>🎯 Your main goal will be to establish strong relationships with our customers in a scalable way, ensuring they successfully adopt n8n and are in a position to grow with us year after year.</p><p>To do so, you’ll combine hands-on customer work with building scalable processes and automations that help us deliver an outstanding customer experience.</p><p></p><p><strong>CUSTOMER SUCCESS MANAGEMENT</strong></p><ul><li><p>Onboard new customers and set them up for long-term success</p></li><li><p>Nurture expansion opportunities</p></li><li><p>Proactively solve technical and commercial challenges across your book of business</p></li><li><p>Manage customer communications and support escalations smoothly</p></li></ul><p><strong>PROCESS &amp; AUTOMATION BUILDING</strong></p><ul><li><p>Design playbooks, workflows, and automations to engage with customers at scale</p></li><li><p>Build systems that allow you and the team to serve a higher volume of customers efficiently</p></li><li><p>Share best practices and learnings to help the CS team improve continuously</p></li><li><p>Identify and execute initiatives that bring value to customers in a scaleable way - e.g. webinars and round tables.</p></li></ul><p><strong>COMMERCIAL GROWTH</strong></p><ul><li><p>Lead expansion and renewal conversations to drive upsell and cross-sell opportunities</p></li><li><p>Progress order forms and ensure seamless collaboration with Sales teams</p></li><li><p>Run quarterly business reviews with key customers to uncover growth potential</p></li></ul><p><strong>OPERATIONAL EXCELLENCE</strong></p><ul><li><p>Keep customer data and CRM records accurate and actionable</p></li><li><p>Lead projects that improve CS processes for the whole team</p></li><li><p>Collaborate cross-functionally with Support, Sales, and Product to deliver value</p></li></ul><p></p><p><strong>REQUIREMENTS</strong></p><p> <strong>Must-haves</strong></p><ul><li><p><strong>🤝 Customer Success expertise:</strong> You know how to manage a book of business, run QBRs, and deliver great onboarding experiences.</p></li><li><p><strong>🧠 Curiosity &amp; intelligence:</strong> You quickly grasp what n8n does for people and why they buy it, and can adapt your approach accordingly.</p></li><li><p> <strong>💻 Technical ability:</strong> You can build workflows in n8n, understand technical basics, and know when and how to escalate effectively.</p></li><li><p><strong>💼 Commercial acumen:</strong> You have experience managing upsells and cross-sells in a SaaS environment.</p></li></ul><p> <strong>Nice-to-haves</strong></p><ul><li><p><strong>📊 Scaled CS experience:</strong> You’ve managed a large, low-touch customer portfolio before.</p></li><li><p> <strong>📞 Strong communication skills:</strong> You have a clear, structured speaking style and great phone presence.</p></li><li><p> <strong>🔧 Process mindset:</strong> You’ve helped set up CS tooling, processes, or playbooks in past roles.</p></li><li><p><strong>👩‍💻 Technical engagement:</strong> You’re comfortable engaging with technical audiences in a commercial capacity.</p></li></ul><p><em>n8n is an equal opportunity employer and does not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.</em></p><p><em>We can sponsor visas to Germany; for any other country, you need to have existing right to work.</em></p><p><em><strong>Our company language is English.</strong></em></p><p><em>You care about diversity and inclusion? We do too! Check out our </em><a href="https://www.notion.so/Diversity-inclusion-and-belonging-n8n-c1bec2fff536422d868b1a438d990e35?pvs=21" rel="noopener noreferrer nofollow" target="_blank"><em>Diversity, Inclusion and Belonging initiatives at n8n</em></a><em> (</em><a href="https://www.notion.so/n8n/Diversity-inclusion-and-belonging-n8n-c1bec2fff536422d868b1a438d990e35" rel="noopener noreferrer nofollow" target="_blank"><em>https://www.notion.