Job Overview
Location
Germany
Job Type
Full-time
Category
Customer Success
Date Posted
May 16, 2026
Full Job Description
đź“‹ Description
- • Design and own the digital customer journey for Scaled Enterprise customers (€20k–50k ARR), mapping lifecycle stages, defining activation, expansion, and churn risk signals using n8n platform usage data such as execution volume, workflow complexity, and error rates.
- • Build and ship automated customer success programs every 2–4 weeks including in-app nudges, email sequences, webinar campaigns, community engagement initiatives, and churn-save workflows using Vitally, Salesforce, and Hex.
- • Analyze complex product usage data to uncover behavioral correlations with retention, translating insights into predictive health scores and automated triggers within CRM and CS platforms.
- • Collaborate with Product Management to improve onboarding flows, activation surfaces, and in-product messaging by delivering quantitative and qualitative customer signals directly into the product roadmap.
- • Help design and build the Customer Hub—a centralized digital success center integrating personalized product insights, AI-powered CSM assistance, resource libraries, and support ticketing to empower scaled customer engagement.
- • Operationalize customer health metrics, expansion triggers, renewal motions, and churn signals within Vitally, Salesforce, and Hex by defining segmentation rules and automated actions.
- • Act as a hybrid builder by creating lifecycle automations directly in n8n, using the product daily to uncover product gaps and generate real-world customer success case studies.
- • Partner cross-functionally with marketing, product, and engineering teams to align digital success initiatives with broader company goals and product development cycles.
- • Measure and iterate on all digital programs using clear KPIs, ensuring each initiative is data-driven, scalable, and tied to measurable improvements in customer retention and expansion.
- • Contribute to the evolution of a customer success function transitioning from 1:1 to 1:many by building systems, not solving individual tickets.
- • Maintain deep familiarity with the n8n platform by using it for daily work, ensuring authentic user empathy and continuous product feedback loops.
- • Translate technical customer needs into compelling, respectful copy for highly technical users (developers, engineers, ops leaders) in emails, in-app messages, and automated workflows.
- • Drive adoption of the Customer Hub by ensuring it contains actionable, personalized content and integrates seamlessly with existing support and success systems.
- • Use data to identify opportunities for automation that reduce manual intervention while improving customer outcomes across hundreds of enterprise accounts simultaneously.
- • Continuously refine segmentation strategies based on product usage patterns, ensuring health scores accurately reflect customer risk and growth potential.
- • Ensure all digital success programs are scalable, repeatable, and designed to serve customers without requiring direct human intervention.
- • Document workflows, playbooks, and system configurations to enable team scalability and knowledge sharing across the Scaled Enterprise CS team.
- • Support the transition from traditional account management to digital-first customer success by building tools and systems that replace manual outreach with automated, intelligent engagement.
- • Maintain strict alignment between customer behavior data and business outcomes, ensuring all automated triggers directly contribute to ARR retention and expansion.
- • Participate in cross-team initiatives to improve the overall customer experience through data-informed product enhancements and digital journey optimizations.
🎯 Requirements
- • 3–5+ years as a high-performing individual contributor in Digital/Tech-Touch Customer Success, Product-Led Growth (PLG), Lifecycle Marketing, or Product Operations within a B2B SaaS/developer-tools environment.
- • Excellent technical copywriting skills to craft emails and in-app messages that resonate with developers, engineers, and ops leaders.
- • Experience collaborating with product teams to build in-app guidance, tooltips, or AI-assistants.
- • Strong analytical mindset with proficiency in product analytics and CRM/CS platforms to build cohorts, track funnel drop-offs, and trigger automated workflows.
- • Systems-thinking mindset: autonomous executor focused on building automated systems that solve problems for hundreds of customers, not just manually resolving individual issues.
🏖️ Benefits
- • Competitive compensation with equity ownership in n8n.
- • 30 days of vacation plus public holidays in Europe; 20 vacation days and 8 sick days plus public holidays in the US.
- • €1K per year for professional development (courses, books, events, coaching).
- • $100 per month to support open-source projects you care about.
- • Unlimited AI budget to explore and use productivity and creativity tools.
- • Remote-first culture with regular team off-sites and a highly cross-functional, ownership-driven environment.
Skills & Technologies
GitHub
Remote
€20k-50k
About n8n GmbH
n8n GmbH provides open-source workflow automation software that enables technical teams to connect applications and APIs without writing extensive code. The Berlin-based company offers a fair-code licensed platform for building, deploying and monitoring integrations, ETL pipelines and business processes. It combines visual node-based editing with JavaScript flexibility, supports hundreds of pre-built integrations, and can be self-hosted or used via cloud. Founded in 2019, n8n serves developers, IT departments and digital agencies seeking cost-effective alternatives to proprietary automation tools.
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