Customer Success Manager Leader (Fully Remote)

n8n GmbH; United States; Remote; USD 180,000 - 240,000; Full time

Job summary

n8n GmbH is seeking a strategic Customer Success leader to guide our enterprise accounts on the West Coast. You will partner with CSMs to navigate complex challenges, own executive relationships, and directly engage in critical conversations when leadership is needed.

You will also build and scale the West Coast CS team, hire and onboard new CSMs, and coach the team with structured development plans. Driving forecasting, health metrics, and scalable CS motions will be key priorities.

Responsibilities

• Lead enterprise accounts with CSMs to navigate complex customer challenges and develop strategies for our largest and highest-risk enterprise accounts.
• Build trusted executive relationships with key customers and step directly into customer conversations when leadership is needed.
• Stay hands-on with strategic accounts while the West team scales, including personally owning customer relationships where needed.
• Hire and onboard the remaining CSMs needed to build out the West Coast Customer Success team.
• Coach and develop your team through structured 1:1s, clear development plans, and deliberate skill-building.
• Create a high-accountability, supportive environment where people receive clear feedback and can continuously raise the bar.
• Establish and run a consistent operating cadence across forecasting, account health, and structured risk reviews.
• Build repeatable Customer Success motions across onboarding, QBRs, adoption, retention, and expansion.
• Use customer and team insights to identify risks early, raise issues proactively, and continuously improve how the team operates.
• Partner closely with Sales, Product, Support, TAMs, Renewals, and GTM leaders to deliver a strong end-to-end customer experience.
• Collaborate with Customer Success leaders across US East, EMEA, and Scaled CS to evolve shared playbooks and ways of working.
• Contribute to global CS initiatives and help build scalable methodologies as n8n’s Customer Success organization continues to grow.

Job description

Lead our most strategic enterprise accounts:

• Partner with CSMs to navigate complex customer challenges and develop strategies for our largest and highest-risk enterprise accounts.
• Build trusted executive relationships with key customers and step directly into customer conversations when additional leadership is needed.
• Stay hands-on with strategic accounts while the West team scales, including personally owning customer relationships where needed.

Build and develop a high-performing West Coast team:

• Hire and onboard the remaining CSMs needed to build out the West Coast Customer Success team.
• Coach and develop your team through structured 1:1s, clear development plans, and deliberate skill-building.
• Create a high-accountability, supportive environment where people receive clear feedback and can continuously raise the bar.

Drive operational excellence:

• Establish and run a consistent operating cadence across forecasting, account health, and structured risk reviews.
• Build repeatable Customer Success motions across onboarding, QBRs, adoption, retention, and expansion.
• Use customer and team insights to identify risks early, raise issues proactively, and continuously improve how the team operates.

Shape the customer journey with cross-functional partners:

• Partner closely with Sales, Product, Support, TAMs, Renewals, and GTM leaders to deliver a strong end-to-end customer experience.
• Collaborate with Customer Success leaders across US East, EMEA, and Scaled CS to evolve shared playbooks and ways of working.
• Contribute to global CS initiatives and help build scalable methodologies as n8n’s Customer Success organization continues to grow.

N8n

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. We're a diverse team of over 260, connected by a shared builder spirit and backed by top investors.