Senior Customer Care Operations – EMEA

Role Overview

• 🎯 Your main goal will be to design and scale n8n’s post-sales operating system to maximize NRR through smarter strategy, cleaner processes, and automation that makes Customer Success and Support faster and better.
• Post-sales strategy & planning:
• Own headcount planning and capacity models to align resources with retention and expansion goals.
• Drive territory/segment design to support clear coverage, prioritization, and predictable execution.
• Build and improve forecasting and planning rhythms to increase accuracy for renewals and expansions.
• Process design across the customer journey:
• Design and continuously optimize end-to-end workflows for onboarding, support, renewals, and expansions.
• Define and operationalize customer health scoring that becomes a trusted input for prioritization and action.
• Set up scalable mechanisms like advisory boards to deepen customer insight and improve decision-making.
• Systems, automation & operational excellence:
• Translate strategy into efficient systems and automation that improve quality, speed, and consistency.
• Partner with data and automation teams to improve visibility into customer health, renewals, and expansion signals.
• Drive adoption of new processes by making them clear, measurable, and easy to run day-to-day.
• Cross-functional alignment & execution:
• Partner closely with Customer Success, Support, Sales, Product, RevOps, Automation, and Data to ensure shared goals and operating clarity.
• Lead cross-functional initiatives with strong stakeholder management and crisp execution.
• Build trust through operational rigor, clear communication, and measurable impact.

Requirements

• 🧩 Revenue Ops / CS Ops experience: You’ve owned or significantly contributed to revenue operations or customer success operations in a SaaS environment.
• 🛠️ Process design excellence: You’re known for turning messy, ambiguous workflows into scalable, measurable processes people actually follow.
• 📈 Analytical mindset: You can define success metrics, spot patterns in data, and translate insights into operational decisions that improve outcomes.
• 🚀 Autonomous execution: You’re comfortable owning a strategic scope while also driving hands-on delivery from idea to rollout.
• 🔗 CRM / CS platform familiarity: You’ve worked with CRM and/or customer success tooling and understand how systems enable (or block) great operations.
• 🤝 Cross-functional collaboration: You build alignment across teams, navigate trade-offs well, and keep stakeholders moving in the same direction.
• 🗣️ Customer advisory boards: You’ve set up or run advisory boards and know how to operationalize customer input into action (Nice-to-haves).
• 🚨 “War room” operating models: You’ve led structured, cross-team escalation or execution cadences to solve complex customer or revenue issues quickly (Nice-to-haves).
• 🧠 Forecasting models: You’ve helped build or improve post-sales forecasting approaches for renewals and expansions (Nice-to-haves).
• 🌍 Multi-team operational programs: You’ve delivered operational initiatives that required strong coordination across multiple functions and priorities (Nice-to-haves).

Benefits

• Competitive compensation 💸 – We offer fair and attractive pay.
• Ownership 💪 – Our core value is to “empower others,” and we mean it—you’ll get a slice of n8n with equity.
• Work/life balance 🏖️ – We work hard but ensure you have time to recharge:
• Europe: 30 days of vacation, plus public holidays wherever you are.
• US: 20 vacation days, 8 sick days, plus public holidays wherever you are.
• Health & wellness 🩺 –
• Europe: We provide benefits according to local country norms.*
• US: Multiple low-premium, low-deductible medical plans with coverage for 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 according to local country norms.*
• US: 401(k) retirement plan with a 4% employer match.
• Financial security 🛡️ –
• Europe: We provide benefits according to local country norms.*
• 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 get €1K (or equivalent) per year to spend on courses, books, events, or coaching to level up your skills.
• A passionate team 🤩 – We love our product, and we prove it with regular hackathons where we see who can build the coolest thing with it!
• Remote-first 🌏 – Our team works remotely across Europe, with regular off-sites for team bonding. Some roles, like sales in the US, are hybrid—please check the job description.
• Giving back 🤝 – We're big fans of open source, and you'll get $100 per month to support projects you care about.
• AI enablement 🤖 – We believe in working smarter—everyone gets an unlimited AI budget to explore and use the best tools to boost productivity and creativity.
• Transparency 🙏 – We all know what everyone’s working on, how the company is doing—the whole shebang.
• An ambitious but kind culture 😍 – People love working here—our eNPS for 2024 is 94!