Manager, Scaled Customer Success, AMER (San Francisco)

We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.

We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.

Notion is an in person company, and currently requires its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day).

About The Role:

We are looking for a motivated Scale Customer Success (CS) Leader with an entrepreneurial and building spirit to join the GTM Team. As a Scale CS Leader, you will play an important role defining/iterating on our CS motions, providing customer feedback to help share our roadmap, driving increased adoption, owning ongoing value delivery, and and generating expansion revenue to grow our business. You will own the strategy and execution of your team’s segment.

What You’ll Achieve

• Increase Team Performance on Adoption, Retention, and Customer Value: Your role centers on upleveling the team to boost product adoption, retention, customer value, and satisfaction through effective retention strategies and churn prevention in the Mi-dMarket segment. You'll implement initiatives that align with customer goals to deliver both immediate and long-term success.
• Team Leadership and Development: As a leader, you'll recruit, train, and mentor a high-performing Customer Success team that embodies our core values and operational goals. Through clear expectations and thoughtful coaching, you'll help team members unlock their potential and foster a culture of excellence in customer interactions. You'll also drive foundational growth by addressing key challenges, enhancing team capabilities, and building a world-class CS function.
• Data-Driven Insights and Operational Excellence: You will build and refine a consistent KPI/OKR system that enables data-driven decisions to identify risks, trends, and opportunities. Your work will establish scalable processes, tools, and metrics to create operational excellence across all customer success initiatives.
• Cross-Functional Collaboration and Partnerships: You will partner with Sales and Solutions Engineering teams to ensure smooth customer onboarding and continuously refine the customer journey to drive long-term success. You will also bridge the gap between customers and internal teams by channeling feedback into product development, ensuring continuous improvement of the platform.
• Resource and Enablement Development: You and your team will create and deliver educational materials, resources, and success plans to help customers reach their goals. Through scalable enablement strategies, you'll guide customers to maximize platform value and boost satisfaction. Your resources will ensure reliable, exceptional customer outcomes across the board.
• Critical Issue Resolution and Strategic Impact: You will serve as the key escalation point for high-stakes customer issues, guiding your team to resolve complex challenges swiftly and effectively. Your leadership will both ensure exceptional customer support and drive the company's long-term growth.

Skills You'll Need to Bring:

• 3+ years as a direct CS leader or manager
• Can convey complex information to executives clearly and concisely and resolve tradeoffs
• Effective communicator across levels and audiences
• Strong leadership skills with a focus on empowerment, positive-mindsets, collaboration and ability to inspire a team of direct reports
• High ownership mentality
• Comfortable with the ambiguity and pace of iteration of an early-stage startup
• Growth mindset and thrive in the building stage of a nascent team

Nice to Haves:

• You've been a first or early hire at a fast growing start up before
• You've got strong technical chops
• You have experience using Notion
• You've built new CS playbooks or processes
• Experience using Gainsight
• Experienced in hiring and training talent at scale

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.

Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in San Francisco, the estimated range for total on target earnings (including base salary and on target incentive pay) for this role is $180,000-$200,000 per year.

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Notion is an in person company, and currently requires its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day). Notion reserves the right to adjust these requirements, and wants to ensure that you understand that we prioritize your presence for the magic of in person collaboration. Notion will consider requests for accommodation to this policy, and, upon request, will work with employees to explore a reasonable accommodation for physical or mental disabilities or other reasons recognized by applicable law.Please confirm that you have read and understand Notion’s in office requirements and policy. * Select...

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