Senior Customer Care Operations - Remote EMEA

About the Role

We are seeking a Senior Customer Care Operations professional to join our team at n8n. This Senior Customer Care Operations remote position is pivotal in designing and scaling our post-sales operating system to maximize Net Revenue Retention (NRR) through smarter strategies, cleaner processes, and automation that enhances Customer Success and Support.

What You'll Do

• Own headcount planning and capacity models to align resources with retention and expansion goals.
• Drive territory and 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.
• 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.
• Lead cross-functional initiatives with strong stakeholder management and crisp execution.

Requirements

• Revenue Ops / CS Ops experience in a SaaS environment.
• Process design excellence with a track record of creating scalable, measurable processes.
• Analytical mindset to define success metrics and translate insights into operational decisions.
• Autonomous execution with the ability to drive hands-on delivery from idea to rollout.
• Familiarity with CRM and customer success platforms.
• Strong cross-functional collaboration skills.

Nice to Have

• Experience setting up or running customer advisory boards.
• Knowledge of structured, cross-team escalation models.
• Experience with forecasting models for renewals and expansions.
• Delivery of operational initiatives requiring coordination across multiple functions.

What We Offer

• Competitive compensation with fair and attractive pay.
• Equity options to empower you as part of our core value.
• Generous vacation policy: 30 days in Europe, 20 days in the US, plus public holidays.
• Health and wellness benefits tailored to local country norms.
• Career growth opportunities with a €1K annual budget for courses and events.
• Remote-first work culture with regular off-sites for team bonding.
• Transparency in operations and company performance.
• An ambitious yet kind culture with a high employee satisfaction score.

Join us at n8n and help shape the future of automation as a Senior Customer Care Operations remote expert. We are committed to diversity and inclusion and welcome applicants from all backgrounds.