Customer Success Lead

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Recruit, cultivate, and lead a team of dedicated Customer Success Managers who support n8n’s most strategic clients.

• Create processes, playbooks, and automations that enhance customer value and scalability.

• Represent n8n as a customer-facing leader.

• Collaborate with Sales, Product, and Support to ensure a smooth customer journey and long-term success.

• Gain a profound understanding of customers and the factors contributing to their success.

• Develop and refine Customer Success processes, playbooks, and automations.

• Manage CSM territory planning 1–2 quarters in advance.

• Establish a regular operating rhythm focused on customer priorities, risks, and challenges.

• Attract, nurture, and empower top talent.

• Enhance productivity through automation and scalable practices.

• Provide constructive feedback, uphold development plans, and facilitate career advancement.

• Forge collaborative partnerships across functions.

• Act as the internal voice of the customer and champion their needs.

• Navigate conflict and engage in complex discussions.

• Communicate the company's and department's direction openly.

• Create structured operating rhythms for onboarding, value realization, and visibility into customer risks.

• Analyze performance trends, derive insights, and coach the team to foster improvement.

⛳️ Requirements

• Over 2 years of experience in people management, including hiring, developing, and retaining high-performing individual contributors.

• More than 10 years of experience in Customer Success, Professional Services, Account Management, or similar customer-facing roles.

• Experience in supporting large enterprises.

• Demonstrated ability to collaborate across functions with internal and external stakeholders.

• Background in the tech industry with relevant subject-matter expertise.

• Bachelor’s degree or higher, preferably in a technical or engineering discipline.

• Experience leading remote teams across various regions and/or countries is a plus.

• Familiarity with AI and automation tools is advantageous.

• Experience in a startup or scale-up environment is a plus.

• Must reside in California or Texas.

• Must possess the right to work outside Germany; the company language is English.

🏝️ Benefits

• Competitive compensation.

• Equity ownership.

• US: 20 vacation days.

• US: 8 sick days.

• Public holidays applicable to your location.

• US: Multiple low-premium, low-deductible medical plans available for individuals and families.

• US: No-cost premium HDHP option featuring a pre-seeded HSA.

• US: Coverage for dental and vision.

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

• US: Company-paid short-term and long-term disability insurance.

• US: Life insurance.

• €1K (or equivalent) annually for courses, books, events, or coaching.

• Regular hackathons.

• Remote-first working environment.

• Frequent off-sites for team bonding.

• $100 per month to support open-source projects.

• Unlimited AI budget.

• Transparency in operations.