Senior Customer Care Operations EMEA

Stellenbeschreibung:

Overview

The AI orchestration of your wildest imagination. 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.

Since our founding in 2019, we’ve grown into a diverse team of over 220 - working across Europe and the US, connected by a shared builder spirit and with our centre of gravity in Berlin. Along the way, we’ve:

Cultivated a community of more than 650,000 active developers and builders
Earned 145k+ GitHub stars, making us one of the world’s Top 40 most popular projects
Been ranked as one of Europe’s most promising privately held SaaS startups (4th in Sifted’s 2025 B2B SaaS Rising 100)
Raised $240m to date, from Sequoia’s first German seed to our recent $180m Series C - bringing us to a $2.5bn valuation

That’s the company we’ve built. Now we’d love to see what you can build. If you’re applying, try n8n out - whether you’re technical or not - and share a screenshot of your first workflow with us. The easiest place to start is here: app.n8n.cloud/register.

We’re in a defining moment of an incredible journey. Come and build with us.

Your main goal

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.

Responsibilities across strategy, systems, and day-to-day operational excellence

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 (with the potential to grow into managing a small team depending on seniority).