# Customer Success Lead

**Company:** [n8n](https://hotfix.jobs/companies/n8n)
**Location:** Remote
**Role:** Customer Success
**Experience:** 10+ years
**Skills:** Customer Success, People Management, Account Management, Professional Services, Enterprise Customer Management, Cross-Functional Collaboration, Team Leadership, Territory Planning, Customer Onboarding, Value Realization, Customer Risk Management, Process Design, Playbooks, Automation, Data Analysis
**Posted:** 2026-08-12

> Leads and scales a regional Customer Success organization supporting strategic enterprise customers. The role combines CSM hiring and development, customer-facing leadership, cross-functional partnership, and operational process design, requiring 10+ years of customer-facing experience and 2+ years of people management.

## Job Description

## Responsibilities

### Hands-on Business Leadership
- Develop a deep understanding of customers and the factors driving their success.
- Build and refine processes, playbooks, and automations that enable efficient, scalable customer impact.
- Own CSM territory planning, balancing current priorities with business, territory, and talent needs 1–2 quarters ahead.
- Establish an operating cadence focused on customer priorities and escalation of risks or blockers.

### People Management
- Recruit, develop, and retain high-performing Customer Success Managers.
- Drive productivity through automation and scalable practices.
- Identify team members’ strengths and growth areas, provide regular feedback, maintain development plans, and support career progression.

### Stakeholder Partnership and Communication
- Partner with Sales, Product, and Support to align the customer journey.
- Represent the customer internally by advocating constructively, influencing decisions, and removing obstacles.
- Handle conflict and complex conversations with clarity and empathy.
- Communicate company and departmental direction transparently.

### Operational Excellence
- Establish an operating rhythm that provides visibility into onboarding, value realization, and customer risk.
- Use data to inspect and improve performance, analyze trends, identify insights, and coach the team.

## Requirements
- **2+ years of people management experience**, including hiring, developing, and retaining high-performing individual contributors.
- **10+ years of experience** in Customer Success, Professional Services, Account Management, or another customer-facing role, including experience supporting large enterprises.
- Proven ability to collaborate cross-functionally with internal and external stakeholders.
- Technology industry experience and relevant subject-matter expertise.
- Bachelor’s degree or higher, preferably in a technical or engineering field.

## Nice-to-Haves
- Experience leading remote teams across multiple regions or countries.
- Familiarity with AI and automation tools; experience with n8n is a plus.
- Startup or scale-up experience in fast-changing, high-growth environments.

## Compensation and Benefits
- Competitive compensation.
- Equity ownership.
- **US time off:** 20 vacation days, 8 sick days, plus public holidays.
- Medical, dental, and vision coverage, including low-premium medical plans and a no-cost premium HDHP option with a pre-seeded HSA.
- 401(k) retirement plan with a 4% employer match.
- Company-paid short- and long-term disability insurance and life insurance.
- €1,000, or equivalent, annually for courses, books, events, or coaching.

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