Strategic Customer Experience & Success Programs Manager

n8n

. Design and continuously improve strategic Customer Success programs across onboarding, adoption, QBRs, renewals, executive escalations, and other critical customer-journey moments .

Posted 9/23/2026full-timeRemote • GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in designing and improving Customer Success programs, utilizing customer and revenue data to drive metrics and insights. Proficient in project management and cross-functional collaboration to enhance customer engagement and retention strategies.

Highest-signal resume keywords

Customer Success Program DesignProject ManagementData AnalysisCross-Functional CollaborationCustomer Feedback Initiatives

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Segmentation StrategiesHealth Scoring Model DevelopmentMetrics DefinitionProgram Impact MeasurementWorkflow Automation

Soft Skills

Clear CommunicationPresentation SkillsAdaptability

Tools & Technologies

GainsightCatalystVitallySalesforceHubSpot

Industry Keywords

Customer JourneyVoice-of-Customer ProgramsCustomer Advisory BoardsHigh-Growth SaaSRevenue Operations

About the role

Key responsibilities & impact

Design and continuously improve strategic Customer Success programs across onboarding, adoption, QBRs, renewals, executive escalations, and other critical customer-journey moments
Develop customer segmentation strategies and codify engagement models and playbooks for CSMs across customer tiers
Create scalable enablement materials including playbooks, templates, battlecards, and training
Build and maintain the customer health scoring model with RevOps and Data
Translate retention and expansion goals into initiatives, timelines, metrics, and operating rhythms
Track adoption, NRR, churn, CSAT, and NPS performance and identify improvements
Lead voice-of-customer programs, customer advisory boards, and product feedback loops
Partner with Sales, Product, Marketing, RevOps, and Engineering to inform business decisions with customer insights
Turn frontline customer feedback into structured, actionable insights
Lead change management for Customer Success tools, programs, and processes, including communication, training, rollout, and adoption
Gather stakeholder feedback to improve programs and remove operational friction
Launch practical program versions, measure impact, and iterate quickly

Requirements

What you’ll need

5+ years of experience in Customer Success, Revenue Operations, Strategy & Operations, or a related function
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
Strong project management skills and experience leading cross-functional initiatives involving Sales, Product, Marketing, and RevOps
Clear written and verbal communication skills
Comfortable presenting recommendations and results to senior leadership
Comfortable operating with ambiguity, launching a strong v1, gathering feedback, and iterating quickly
High-growth, product-led SaaS experience (nice-to-have)
Hands-on experience with Customer Success platforms such as Gainsight, Catalyst, or Vitally and CRM systems such as Salesforce or HubSpot (nice-to-have)
Experience with workflow automation, developer tools, or another technical product used by technical teams (nice-to-have)
Experience building or scaling a customer advisory board, voice-of-customer program, or structured customer feedback initiative (nice-to-have)
Company language is English
For countries other than Germany, existing right to work is required; n8n can sponsor visas to Germany

Benefits

Comp & perks

Competitive compensation
Equity ownership in n8n
Europe: 30 days of vacation plus public holidays wherever you are
US: 20 vacation days, 8 sick days, plus public holidays wherever you are
Europe: Health and wellness benefits according to local country norms
US: Multiple low-premium, low-deductible medical plans, no-cost premium HDHP option with pre-seeded HSA, dental and vision coverage
Europe: Pension contributions according to local country norms
US: 401(k) retirement plan with 4% employer match
US: Company-paid short-term and long-term disability insurance and life insurance
€1K (or equivalent) annual career development budget for courses, books, events, or coaching
Regular hackathons
Remote-first work across Europe with regular off-sites
$100 per month to support open-source projects
Transparency about company work and performance