Strategic Customer Experience & Success Programs Manager

Key details

• Design and continuously improve strategic programs across onboarding, adoption, QBRs, renewals, executive escalations, and other critical moments in the customer journey
• Develop customer segmentation strategies and codify the engagement models and playbooks 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
• Build and maintain our customer health scoring model in partnership with 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, NRR, churn, CSAT, and NPS, identifying what is working and where we should iterate
• 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
• 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
• Company mission
• n8n is the open workflow orchestration platform built for the new era of AI, giving technical teams the freedom of code with the speed of no-code so they can automate faster, smarter, and without limits