Senior Operations manager - Customer Support Operations EMEA

n8n GmbH

Job Overview

Location

Berlin Office

Job Type

Full-time

Full Job Description

📋 Description

• As Senior Operations Manager for Customer Support Operations EMEA at n8n GmbH, you will design and scale the post-sales operating system to maximize Net Revenue Retention (NRR) through strategic process design, automation, and cross-functional alignment—directly impacting customer health, renewals, and expansion at a pivotal growth stage for the company.
• You will own headcount planning and capacity models to align resources with retention and expansion goals, drive territory and segment design for clear coverage and predictable execution, and build forecasting rhythms to improve accuracy for renewals and expansions across the EMEA region.
• You will design and continuously optimize end-to-end workflows for onboarding, support, renewals, and expansions, define and operationalize customer health scoring as a trusted input for prioritization, and establish scalable mechanisms like customer advisory boards to deepen insight and improve decision-making.
• You will translate strategy into efficient systems and automation by partnering with data and automation teams to improve visibility into customer health and expansion signals, drive adoption of new processes through clarity and measurability, and lead cross-functional initiatives with Customer Success, Support, Sales, Product, RevOps, Automation, and Data teams to ensure shared goals and operational excellence.
• You will build trust through operational rigor, clear communication, and measurable impact, with potential to grow into managing a small team depending on seniority, while working in a remote-first, builder-driven culture that values high ownership, transparency, and continuous learning.
• You will gain deep expertise in scaling post-sales operations in a high-growth SaaS environment, mastering the intersection of strategy, systems, and execution to drive NRR, and develop leadership capabilities in cross-functional influence and operational excellence that prepare you for broader operational or revenue leadership roles.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.
• Health & wellness 🩺 – Europe: We provide benefits according to local country norms.*
• Future planning 💰 – Europe: We provide pension contributions according to local country norms.*
• Financial security 🛡️ – Europe: We provide benefits according to local country norms.*
• 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.
• 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!

Skills & Technologies

GitHub

Senior

Remote

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n8n GmbH

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About n8n GmbH

n8n GmbH provides open-source workflow automation software that enables technical teams to connect applications and APIs without writing extensive code. The Berlin-based company offers a fair-code licensed platform for building, deploying and monitoring integrations, ETL pipelines and business processes. It combines visual node-based editing with JavaScript flexibility, supports hundreds of pre-built integrations, and can be self-hosted or used via cloud. Founded in 2019, n8n serves developers, IT departments and digital agencies seeking cost-effective alternatives to proprietary automation tools.

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