Customer Success Lead - West Coast (Remote)

n8n

1d•Remote

About The Position

n8n is seeking a Customer Success Lead to manage Guided and High Touch Customer Success Managers for the West and Central regions. This role reports to the Global VP of Customer Success. Customer Success is critical at n8n, focusing on ensuring customers, who are builders automating workflows, can effectively implement the solution and realize its full value. The company is in an exciting growth phase for its Customer Success function, aiming to mature playbooks, shape customer journeys, and build a foundation for scalable growth. The ideal candidate will lead by example, possess strong strategic thinking and leadership skills, and be willing to actively contribute to building processes and working directly with customers. This role offers the opportunity to define Customer Success within a rapidly growing automation company.

Requirements

2+ years of people management experience - hiring, developing, and retaining high-performing ICs
10+ years of experience in Customer Success, Professional Services, Account Management, or other customer-facing roles, including supporting large enterprises
Proven ability to collaborate cross-functionally with internal and external stakeholders
Tech industry experience and relevant subject-matter expertise
Bachelor’s degree+, preferably in a technical or engineering field
Must be based in California or Texas.
Existing right to work in the US (visa sponsorship is only available for Germany).

Nice To Haves

Experience leading remote teams across multiple regions and/or countries
Automation curiosity: Familiarity with AI and automation tools, bonus points for experience with n8n
Startup or scale-up experience: Comfortable operating in fast-changing, high-growth environments

Responsibilities

Recruit, develop, and lead a team of high-touch Customer Success Managers supporting n8n’s most strategic customers.
Build the Customer Success function from the ground up, designing processes, playbooks, and automations that drive customer value and scale.
Represent n8n as a customer-facing leader, partnering with Sales, Product, and Support to ensure a seamless customer journey and long-term success.
Develop a deep understanding of customers and their success drivers.
Build and refine processes, playbooks, and automations for efficient and scalable customer impact delivery.
Own territory planning for CSMs, considering business, territory, and talent needs.
Establish a strong operating cadence to focus the team on customer priorities and address risks.
Attract, develop, and empower top talent to meet customer needs and company goals.
Drive productivity through automation and scalable practices.
Provide regular feedback, maintain development plans, and support career progression for team members.
Build collaborative partnerships with Sales, Product, and Support.
Serve as the voice of the customer internally, advocating and influencing decisions.
Handle conflict and complex conversations with clarity and empathy.
Communicate ideas and direction with transparency.
Establish an operating rhythm for business predictability, ensuring visibility into onboarding, value realization, and customer risk.
Use data to inspect and improve performance, analyze trends, and coach the team.

Benefits

Competitive compensation
Equity
20 vacation days
8 sick days
Public holidays
Multiple low-premium, low-deductible medical plans with coverage for individuals and families
No-cost premium HDHP option with a pre-seeded HSA
Dental coverage
Vision coverage
401(k) retirement plan with a 4% employer match
Company-paid short-term and long-term disability insurance
Life insurance
€1K (or equivalent) per year for career growth (courses, books, events, or coaching)
Regular hackathons
Remote-first work environment
$100 per month to support open-source projects
Unlimited AI budget