Senior Customer Care Operations EMEA

About the role

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.

What you'll do

• 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
• 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
• 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

What you'll need

• 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

Nice to have

• Customer advisory boards: You've set up or run advisory boards and know how to operationalize customer input into action
• "War room" operating models: You've led structured, cross-team escalation or execution cadences to solve complex customer or revenue issues quickly
• Forecasting models: You've helped build or improve post-sales forecasting approaches for renewals and expansions
• Multi-team operational programs: You've delivered operational initiatives that required strong coordination across multiple functions and priorities

What they offer

• Competitive compensation and equity ownership
• 30 days vacation (Europe) / 20 vacation + 8 sick days (US)
• Health & wellness benefits according to local country norms
• Pension contributions (Europe) / 401(k) with 4% employer match (US)