Senior Customer Success Program Manager

🎯 Your main goal will be to 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.

To make that happen, you’ll turn customer insights and company goals into repeatable programs that enable our Customer Success team to operate effectively at scale:

BUILD AND SCALE CUSTOMER SUCCESS PROGRAMS

• Design and continuously improve strategic programs across onboarding, adoption, QBRs (Quarterly Business Reviews), renewals, executive escalations, and other critical moments in the customer journey.
• Develop customer segmentation strategies and codify the engagement models and playbooks Customer Success Managers (CSMs) should use across different customer tiers.
• Create scalable enablement materials, including playbooks, templates, battlecards, and training, so programs are executed consistently across the team.

TURN CUSTOMER DATA INTO ACTION

• Build and maintain our customer health scoring model in partnership with Revenue Operations (RevOps) and Data, using meaningful signals of customer risk, adoption, and expansion opportunity.
• Partner with Customer Success leadership and operations to translate retention and expansion goals into clear initiatives, timelines, metrics, and operating rhythms.
• Track program performance across metrics such as adoption, Net Revenue Retention (NRR), churn, Customer Satisfaction (CSAT), and Net Promoter Score (NPS), identifying what is working and where we should iterate.

CONNECT CUSTOMER INSIGHT ACROSS n8n

• 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.
• Build mechanisms that turn frontline customer feedback into structured, actionable insights for relevant teams.

DRIVE ADOPTION AND CONTINUOUS IMPROVEMENT

• Lead change management for new Customer Success tools, programs, and processes, including communication, training, rollout, and adoption.
• Gather feedback from CSMs and stakeholders to continuously improve programs and remove friction from how the team operates.
• Take an iterative approach to program development, launching practical first versions, measuring their impact, and improving them quickly.

REQUIREMENTS

Must-haves

• 🚀 Customer Success program experience: You have 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.

• 📊 Analytical mindset: You’re comfortable using customer and revenue data to define metrics, identify patterns, and measure program impact in tools and systems.

• 🧭 Cross-functional project leadership: You have strong project management skills and experience leading initiatives involving stakeholders across teams such as Sales, Product, Marketing, and RevOps.

• 💬 Clear communication: You communicate complex ideas clearly in writing and verbally, and you’re comfortable presenting recommendations and results to senior leadership.

• ⚡ Bias toward action: You’re comfortable operating with ambiguity, launching a strong v1, gathering feedback, and iterating quickly based on what you learn.

Nice-to-haves

• 📈 High-growth SaaS experience: You’ve worked in a fast-growing, product-led SaaS environment where processes and programs needed to evolve quickly.

• 🔧 Customer Success tooling: You have hands-on experience with Customer Success platforms such as Gainsight, Catalyst, or Vitally and CRM systems such as Salesforce or HubSpot.

• 🤖 Technical product exposure: You have experience working with workflow automation, developer tools, or another technical product used by technical teams.

• 🎙️ Voice of the customer: You’ve built or scaled a customer advisory board, voice-of-customer program, or another structured customer feedback initiative.