Customer Success Lead - n8n

n8n is the open workflow orchestration platform built for the new era of AI. We give technical teams the freedom of code with the speed of no-code, so they can automate faster, smarter, and without limits. Backed by a fiercely inventive community and 500+ builder-approved integrations, we’re changing the way people bring systems together and scale ideas for impact.

We’re looking for a Customer Success Lead to manage our Guided and High Touch Customer Success Managers across the West and Central regions. This role reports to the Global VP of Customer Success.

*This is a remote role, however you must be based in California or Texas.

The Role

At n8n, Customer Success is mission-critical. Our customers are builders: developers, ops teams, and innovators automating their workflows and scaling their impact through n8n. Ensuring they can implement our solution effectively and realize its full value is what will keep them growing with us for years to come.

We’re in the exciting stage of scaling out the Customer Success function: maturing our playbooks, shaping customer journeys, and building the foundation for scalable growth.

Your main goal will be to recruit, develop, and lead a team of high-touch Customer Success Managers supporting n8n’s most strategic customers. You’ll play a key role in building the CS function from the ground up—designing the processes, playbooks, and automations that drive customer value and scale.

Key Responsibilities

Hands-On Business Leadership

• Develop a deep understanding of our customers and what drives their success. Build and refine our processes, playbooks, and automations that enable the team to deliver maximum customer impact efficiently and at scale.
• Own territory planning for CSMs, balancing current priorities with a forward view of business, territory, and talent needs 1-2 quarters ahead.
• Establish a strong operating cadence that keeps the team focused on top customer priorities and ensures risks or blockers receive the right internal attention.

People Management

• Attract, develop, and empower top talent to meet customer needs and deliver on team and company goals.
• Drive productivity by embedding automation and scalable practices that help CSMs focus on high-value work and measurable outcomes.
• Understand each team member’s strengths and growth areas; provide regular feedback, maintain clear development plans, and support meaningful career progression.

Stakeholder Partnership & Communication

• Build trusted, collaborative partnerships with Sales, Product, and Support, ensuring Customer Success is tightly aligned across the business.
• Serve as the voice of the customer internally—advocating constructively, influencing decisions, and clearing obstacles for both the team and our customers.
• Handle conflict and complex conversations with clarity and empathy, seeking to uncover root causes and drive progress.
• Communicate ideas and direction with transparency and conviction, helping the team understand the why and how behind company and departmental changes.

Operational Excellence

• Establish an operating rhythm that provides predictability for the business—ensuring visibility into onboarding progress, value realization, and customer risk at the right time and to the right audience.
• Use data to inspect and improve performance, analyzing trends, identifying insights, and coaching the team to continuously raise the bar.

Requirements

Must-haves

• People Management: 2+ years of experience hiring, developing, and retaining high-performing individual contributors.
• Customer Success Experience: 10+ years of experience in Customer Success, Professional Services, Account Management, or other customer-facing roles, including supporting large enterprises.
• Collaboration: Proven ability to collaborate cross-functionally with internal and external stakeholders.
• Industry Experience: Tech industry experience and relevant subject-matter expertise.
• Education: Bachelor’s degree or higher, preferably in a technical or engineering field.

Nice-to-haves

• Experience leading remote teams across multiple regions and/or countries.
• Automation Curiosity: Familiarity with AI and automation tools (bonus points if you’ve played around with n8n!).
• Startup Experience: Comfortable operating in fast-changing, high-growth environments.

Benefits

• Competitive Compensation: Fair and attractive pay.
• Ownership: Equity options (a slice of n8n).
• Work/Life Balance (US): 20 vacation days, 8 sick days, plus public holidays.
• Health & Wellness (US): Multiple low-premium, low-deductible medical plans with coverage for individuals and families, a no-cost premium HDHP option with a pre-seeded HSA, plus dental and vision coverage.
• Future Planning (US): 401(k) retirement plan with a 4% employer match.
• Financial Security (US): Company-paid short-term and long-term disability insurance, plus life insurance.
• Career Growth: €1K (or equivalent) per year to spend on courses, books, events, or coaching.
• Giving Back: $100 per month to support open-source projects you care about.
• Remote-First Culture: Work remotely with regular off-sites for team bonding.