Customer Org Strategy & Planning Manager – CS Ops

This is a fully remote position, open to applicants in Germany.

📋 Description

• Your primary objective will be to design and scale n8n’s post-sales operating system aimed at maximizing NRR through smarter strategies, streamlined processes, and automation that enhances the efficiency of Customer Success and Support.

• Take ownership of headcount planning and capacity models to align resources with retention and expansion objectives.

• Lead the design of territories and segments to ensure clear coverage, prioritization, and predictable execution.

• Develop and refine forecasting and planning rhythms to enhance accuracy for renewals and expansions.

• Design and continuously optimize comprehensive workflows for onboarding, support, renewals, and expansions.

• Establish and operationalize customer health scoring that serves as a reliable input for prioritization and action.

• Implement scalable mechanisms such as advisory boards to deepen customer insights and enhance decision-making.

• Transform strategy into effective systems and automation that improve quality, speed, and consistency.

• Collaborate with data and automation teams to enhance visibility into customer health, renewals, and expansion signals.

• Foster the adoption of new processes by making them clear, measurable, and easy to execute on a daily basis.

• Work closely with Customer Success, Support, Sales, Product, RevOps, Automation, and Data to ensure alignment of goals and operational clarity.

• Lead cross-functional initiatives with strong stakeholder management and precise execution.

• Build trust through operational rigor, transparent communication, and measurable impact, with the potential to evolve into managing a small team based on seniority.

⛳️ Requirements

• 🧩 Experience in Revenue Ops / CS Ops: You have either owned or made significant contributions to revenue operations or customer success operations within a SaaS environment.

• 🛠️ Excellence in Process Design: You are known for transforming chaotic, ambiguous workflows into scalable, measurable processes that people consistently follow.

• 📈 Analytical Mindset: You can define success metrics, identify patterns in data, and translate insights into operational decisions that enhance outcomes.

• 🚀 Autonomy in Execution: You are comfortable owning a strategic scope while also driving hands-on delivery from concept to rollout.

• 🔗 Familiarity with CRM / CS Platforms: You have experience with CRM and/or customer success tools and understand how systems facilitate (or hinder) effective operations.

• 🤝 Collaboration Across Functions: You build alignment among teams, navigate trade-offs effectively, and keep stakeholders aligned and moving in the same direction.

• 🗣️ Experience with Customer Advisory Boards: You have established or managed advisory boards and know how to operationalize customer feedback into actionable initiatives.

• 🚨 Experience with “War Room” Operating Models: You have led structured, cross-team escalation or execution processes to quickly resolve complex customer or revenue challenges.

• 🧠 Expertise in Forecasting Models: You have contributed to building or enhancing post-sales forecasting methodologies for renewals and expansions.

• 🌍 Experience with Multi-Team Operational Programs: You have successfully delivered operational initiatives that required strong coordination across various functions and priorities.

🏝️ Benefits

• Competitive Compensation 💸 – We offer fair and attractive pay.

• Ownership 💪 – Our core value is to “empower others,” and we mean it—you’ll receive a share of n8n through equity.

• Work/Life Balance 🏖️ – We work diligently but ensure you have time to recharge:

• Europe: 30 days of vacation, plus public holidays based on your location.

• US: 20 vacation days, 8 sick days, plus public holidays based on your location.

• Health & Wellness 🩺 –

• Europe: We provide benefits aligned with local country standards.*

• US: Multiple low-premium, low-deductible medical plans covering individuals and families—plus a no-cost premium HDHP option with a pre-seeded HSA—along with dental and vision coverage.

• Future Planning 💰 –

• Europe: We provide pension contributions based on local country standards.*

• US: 401(k) retirement plan with a 4% employer match.

• Financial Security 🛡️ –

• Europe: We provide benefits aligned with local country standards.*

• US: Company-paid short-term and long-term disability insurance, plus life insurance to support you and your loved ones.

• Career Growth 📈 – We hire rising stars who grow with us! You’ll receive €1K (or equivalent) annually for courses, books, events, or coaching to enhance your skills.

• A Passionate Team 🤩 – We love our product, demonstrated through regular hackathons where we showcase our creativity!

• Remote-First 🌏 – Our team operates remotely across Europe, with regular off-site events for team bonding. Some roles, such as sales in the US, may be hybrid—please refer to the job description for details.

• Giving Back 🤝 – We are strong advocates of open source, and you'll receive $100 monthly to support projects that matter to you.

• AI Enablement 🤖 – We believe in working smarter—every employee receives an unlimited AI budget to explore and utilize the best tools to enhance productivity and creativity.

• Transparency 🙏 – We maintain clear communication about everyone's work and the overall company performance.

• An Ambitious but Kind Culture 😍 – Our employees love working here—our eNPS for 2024 is 94!