Strategic Customer Experience & Success Programs Manager

Design and scale the programs, systems, and playbooks that help n8n retain, grow, and delight our most strategic enterprise customers, while working with the scaled Customer Success team to ensure a cohesive customer journey across segments.

What you'll do

• Design and continuously improve strategic programs across onboarding, adoption, QBRs, renewals, executive escalations, and other critical moments in the customer journey.
• Develop customer segmentation strategies and codify the engagement models and playbooks CSMs should use across different customer tiers.
• Build and maintain our customer health scoring model in partnership with RevOps and Data, using meaningful signals of customer risk, adoption, and expansion opportunity.
• Track program performance across metrics such as adoption, NRR, churn, CSAT, and NPS, identifying what is working and where we should iterate.
• Lead cross-functional initiatives such as voice-of-customer programs, customer advisory boards, and product feedback loops.
• Partner closely with Sales, Product, Marketing, RevOps, and Engineering to ensure customer insights inform decisions across the business.
• Lead change management for new Customer Success tools, programs, and processes, including communication, training, rollout, and adoption.

What you'll need

• 5+ years of experience in Customer Success, Revenue Operations, Strategy & Operations, or a related function, including 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 in tools and systems.
• Strong project management skills and experience leading initiatives involving stakeholders across teams such as Sales, Product, Marketing, and RevOps.
• Communicate complex ideas clearly in writing and verbally, comfortable presenting recommendations and results to senior leadership.
• Comfortable operating with ambiguity, launching a strong v1, gathering feedback, and iterating quickly based on what you learn.

Nice to have

• Experience in a fast-growing, product-led SaaS environment where processes and programs needed to evolve quickly.
• Hands-on experience with Customer Success platforms such as Gainsight, Catalyst, or Vitally and CRM systems such as Salesforce or HubSpot.
• Experience working with workflow automation, developer tools, or another technical product used by technical teams.
• Built or scaled a customer advisory board, voice-of-customer program, or another structured customer feedback initiative.

What they offer

• Competitive compensation
• Equity ownership
• Work/life balance
• Remote-first environment with autonomy and experimentation
• Visa sponsorship available for Germany