Scaled Technical Success Manager

📋 Description

• • Serve as the technical anchor for n8n’s enterprise customer success team (€20K–50K ARR segment), acting as a technical unblocker for hundreds of customers simultaneously without managing a traditional 1:1 book of business.
• • Design and lead weekly office hours and monthly deep-dive webinars focused on enterprise-grade challenges including error handling, AI agent implementation, self-hosting at scale, security and governance, and workflow best practices.
• • Act as the primary technical expert in the enterprise Slack channel, triaging questions, answering technical inquiries, escalating issues to Product when necessary, and transforming recurring support threads into reusable documentation and content.
• • Participate in customer activation calls as a technical assistant to unblock users stuck on complex integrations or node configurations—without owning end-to-end implementation.
• • Build and maintain a library of reference workflows, integration patterns, security/governance guides, migration guides, and AI agent templates that empower the Digital CS team to scale support through automated campaigns.
• • Translate common technical pain points observed during office hours and webinars into scalable assets including advanced workflow templates, video tutorials, and updated technical documentation.
• • Develop internal automation workflows for customer success operations, such as health-score triggers, lifecycle alerts, and Slack ↔ Vitally syncs, applying n8n’s own platform to improve internal efficiency.
• • Proactively identify enterprise accounts with fragile technical architectures—such as single points of failure, lack of error handling, or brittle credential setups—and intervene before these issues impact retention or renewal.
• • Synthesize customer feedback from live sessions and support interactions into actionable product insights, feeding friction points and enhancement requests directly to Product and Engineering teams to improve the core n8n experience.
• • Collaborate cross-functionally with Product, Engineering, and Digital CS to build playbooks and standardized technical enablement materials that ensure consistent, scalable support across the enterprise segment.
• • Create and distribute reusable educational content that reduces dependency on 1:1 support by enabling customers to self-serve through well-documented, easily accessible technical resources.
• • Demonstrate deep technical fluency in APIs, webhooks, JSON, and JavaScript to troubleshoot complex integration failures and guide customers toward robust, scalable automation solutions.
• • Maintain a “solve it once, document it for everyone” mindset, consistently converting individual solutions into systemic, repeatable assets that benefit the entire customer base.
• • Champion a scalable, educator-driven approach to technical success, combining charisma and clarity to engage large audiences of engineers, developers, and ops leaders during live presentations and virtual events.
• • Contribute to n8n’s culture of dogfooding by using the platform to solve internal problems, reinforcing product mastery and authentic advocacy.
• • Support retention by monitoring customer technical health and implementing proactive interventions that prevent churn before it occurs.
• • Represent the voice of scaled technical users within the organization, ensuring that customer needs directly influence product roadmap and platform evolution.