Strategic Customer Experience & Success Programs Manager

Overview

In this role you design and scale strategic CS programs that help n8n retain, grow, and delight enterprise customers. You’ll shape onboarding, adoption, renewals, and executive escalation playbooks in collaboration with a scaled CS team. Your work translates customer insights into repeatable initiatives across Sales, Product, and RevOps. You’ll drive data-informed decisions and cross-functional impact in a remote-first, fast-growing environment. This is a chance to influence how CS operates at scale.

Pay / Benefits

• Competitive compensation
• Equity
• Remote-first
• 30 days vacation in Europe
• Health & wellness benefits
• 401(k) with employer match (US)

Responsibilities

• Design and scale strategic CS programs across onboarding, adoption, QBRs, renewals, executive escalations, and other key moments in the customer journey
• Develop customer segmentation strategies and codify engagement models and playbooks for different customer tiers
• Create scalable enablement materials (playbooks, templates, battlecards, training) to standardize program execution
• Build and maintain a customer health scoring model with RevOps and Data, tracking risk, adoption, and expansion signals
• Partner with CS leadership and operations to translate retention and expansion goals into initiatives, timelines, metrics, and rhythms
• Lead cross-functional initiatives like voice-of-customer programs, advisory boards, and product feedback loops
• Collaborate with Sales, Product, Marketing, RevOps, and Engineering to turn customer insights into business decisions
• Drive adoption and continuous improvement by leading change management for new CS tools and processes and iterating based on feedback

Key requirements

• 5+ years in Customer Success, Revenue Operations, Strategy & Operations, or related, including at least 2 years building programs or processes
• Analytical mindset with ability to use customer and revenue data to define metrics and measure impact
• Cross-functional project leadership with experience coordinating Sales, Product, Marketing, and RevOps
• Clear written and verbal communication; comfortable presenting to senior leadership
• Bias toward action, comfortable operating in ambiguity and rapidly iterating

• Cross-functional collaboration
• Strong communication
• Strategic thinking and initiative
• Gainsight
• Catalyst
• Vitally

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