Customer Org Strategy & Planning Manager – CS Ops

n8n

Design and scale n8n’s post-sales operating system to maximize strategy and automation for Customer Success and Support. Collaborate with cross-functional teams while improving workflows and processes.

Posted 5/4/2026full-timeRemote • 🇩🇪 GermanyMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.
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.
Drive adoption of new processes by making them clear, measurable, and easy to run day-to-day.
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).

Requirements

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.
🗣️ 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.

Benefits

Comp & perks

Competitive compensation 💸 – We offer fair and attractive pay.
Ownership 💪 – Our core value is to “empower others,” and we mean it—you’ll get a slice of n8n with equity.
Work/life balance 🏖️ – We work hard but ensure you have time to recharge:
Europe: 30 days of vacation, plus public holidays wherever you are.
US: 20 vacation days, 8 sick days, plus public holidays wherever you are.
Health & wellness 🩺 –
Europe: We provide 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: We provide pension contributions according to local country norms.*
US: 401(k) retirement plan with a 4% employer match.
Financial security 🛡️ –
Europe: We provide benefits according to local country norms.*
US: Company-paid short-term and long-term disability insurance, plus life insurance to support you and your loved ones.
Career growth 📈 – We hire rising stars who grow with us! 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 🤝 – We're big fans of open source, and you'll get $100 per month to support projects you care about.
AI enablement 🤖 – We believe in working smarter—everyone gets an unlimited AI budget to explore and use the best tools to boost productivity and creativity.
Transparency 🙏 – We all know what everyone’s working on, how the company is doing—the whole shebang.
An ambitious but kind culture 😍 – People love working here—our eNPS for 2024 is 94!

ATS Keywords

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Hard Skills & Tools

revenue operationscustomer success operationsprocess designanalytical mindsetCRMcustomer success toolingforecasting modelsoperational decision-makingautomationworkflow optimization

Soft Skills

cross-functional collaborationstakeholder managementclear communicationautonomous executionstrategic thinkingcustomer insightmeasurable impacttrust buildingproblem-solvingexecution cadence