Customer Success Lead (Remote California or Texas)

About the role

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.

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 isn't just a nice-to-have, it's 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. We're looking for someone who can lead by example - a strategic thinker with strong leadership skills who's also eager to roll up their sleeves and build alongside the team. You'll have the opportunity to design processes, work directly with customers, and help shape how n8n delivers value at scale.

If you thrive in an environment where ownership, creativity, and impact go hand in hand, this is your chance to help define what Customer Success means in one of the most exciting automation companies in the world.

Responsibilities

• 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
• 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
• 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
• 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

• 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

Preferred qualifications

• Experience leading remote teams across multiple regions and/or countries
• Automation curiosity: You're familiar with AI and automation tools, bonus points if you've played around with n8n!
• Startup or scale-up experience: Comfortable operating in fast-changing, high-growth environments

Benefits

• Competitive compensation – We offer fair and attractive pay
• Ownership – You'll get a slice of n8n with equity
• Work/life balance – Europe: 30 days of vacation, plus public holidays. US: 20 vacation days, 8 sick days, plus public holidays
• Health & wellness – Europe: 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: Pension contributions according to local country norms. US: 401(k) retirement plan with a 4% employer match
• Financial security – Europe: Benefits according to local country norms. US: Company-paid short-term and long-term disability insurance, plus life insurance
• Career growth – 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 – You'll get $100 per month to support open source projects you care about
• Transparency – We all know what everyone's working on, how the company is doing—the whole shebang

This is a remote role, however you must be based in California or Texas. We can sponsor visas to Germany; for any other country, you need to have existing right to work. Our company language is English.