Customer Success Manager
vor 4 Wochen
About the Role
n8n is a low-code platform for workflow automation and AI app integration, designed for technical users. As a Customer Success Manager, you will play a crucial role in ensuring our customers are empowered to succeed with n8n, driving higher Net Revenue Retention (NRR) and Annual Recurring Revenue (ARR), reducing churn, and fostering long-term customer relationships.
Key Responsibilities
1. Onboard new mid-market enterprise customers, leading onboarding sessions to ensure seamless integration and guiding customers through the first 3 months to set them up for success.
2. Manage customer retention and upsell opportunities, building strong relationships with customers to prevent churn and contractions, and working closely with Sales to identify and pursue expansion and upsell opportunities.
3. Be the customer's advocate internally, relaying customer feedback to Product and Engineering to enhance the platform and fix pain points, and collaborating with Support and Solutions Engineers to resolve technical issues.
4. Improve Customer Success processes, suggesting and implementing improvements to CS workflows and tooling, using data to track key metrics, and leveraging automation to streamline processes and enhance customer experience.
Requirements
Must-have:
Customer-success experience: At least 3 years of experience as a customer success professional.
Startup experience: Experience working in a high-growth, B2B SaaS environment and understanding the fast-paced nature of scale-ups.
Systems-thinker: Ability to spot improvements to processes and think of how to improve, scale, and automate them.
Strong technical acumen: Comfortable learning and using complex technical products.
Proactive communicator: Proactive in identifying opportunities to add value and not waiting for problems to arise.
Team player: Love working cross-functionally and thrive in an environment of collaboration.
Nice-to-have
Commercial acumen: Experience in Account Management or Sales, and ability to spot opportunities for growth in an account.
Experience in early stage teams: Comfortable operating in ambiguity and proactive in setting up/improving processes.
Technical personas: Experience selling/handling accounts with engineers or IT teams as end-users or having been an engineer in the past.
Familiarity with n8n or other low-code platforms: Technical understanding of workflow automation platforms.
About n8n
n8n is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.
We can sponsor visas to Germany; for any other country, you need to have existing right to work.
Our company language is English.
Benefits
Competitive compensation
Ownership: Our core value is to 'empower others', and we give you a slice of n8n in the form of equity.
Work/life balance: We work hard, but make sure everyone can properly recharge their batteries with 30 days holiday, plus public holidays wherever you are.
Career growth: We are looking to hire 'rising stars', who can grow with the company into more senior roles. We give you €1k a year to spend on courses, books, events and coaching, to support you in developing your career.
A passionate team: We love our product, and we have regular office hackathons to see who can build the coolest thing with it.
Remote-first: Our team works remote from anywhere within Europe but we have regular off-sites to help build team bonds and alignment.
Transparency: We all know what everyone's working on, how's the company doing — the whole shebang.
Giving back: We're big fans of open source, and you'll get $100 per month to support projects you care about.
Ambitious but kind culture where people love to work - our eNPS for 2023 is 100
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