Customer Success Manager Leader

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.