Customer Experience Strategy & Operations Lead

About the Company

Notion is a shared AI workspace designed for teams and agents to work together. It brings knowledge, projects, meetings, and AI tools into one environment so work becomes quicker, clearer, and less scattered. Millions of people, from individuals to small businesses and large enterprises, use Notion to run their work.

Employees at Notion are expected to model the customer experience they want to create. The company emphasizes quality, long-term thinking, and the idea that strong work remains deeply human. Rather than simply releasing new features, teams are focused on setting the benchmark for how people collaborate in the AI era—whether that means building a business’s source of truth, managing AI agents, or eliminating repetitive work so customers can spend more time on meaningful tasks.

Role Overview

The Customer Experience Strategy & Operations Lead will design and carry out the strategy for customer support so users receive excellent service at scale. Acting as a strategic partner to CX leadership, this person will work with teams across the business to identify customer needs, pain points, and improvement opportunities, then turn those insights into programs, processes, systems, and technology that support a wide range of users with relevant, high-value help.

This role also owns the definition and monitoring of performance indicators used to evaluate support effectiveness. The lead will stay current on customer support trends and best practices to keep the function ahead of the curve, and will look for ways to use AI to improve efficiency, strengthen outcomes, and expand the impact of support across digital and human interactions. Strong project management, clear communication, interpersonal strength, and the ability to collaborate across functions are essential.

What You Will Do

• Lead execution of the customer support strategy so every Notion user receives a strong experience at scale.
• Create and improve operating models that make support operations more efficient, including capacity planning, target-setting, customer segmentation, and focused CX outreach.
• Define, refine, and monitor core metrics such as CSAT, FRT, churn, and usage signals to evaluate support performance.
• Develop forecasting and analytics workflows to identify patterns in demand, capacity, churn, ticket volume, and related trends, and translate those insights into action.
• Coordinate upgrades and changes to the CX technology stack, including tools such as Zendesk, Gainsight, and Decagon.
• Shape decisions, problem solving, and program design across CX initiatives, projects, and teams.
• Keep customer journeys, touchpoints, triggers, and playbooks continuously automated and scalable.
• Design and monitor additional metrics that show whether the CX function is operating efficiently, predictably, and with strong financial discipline.
• Work closely with CX and Revenue Operations leadership to maintain alignment with broader go-to-market and company goals.
• Build annual and semi-annual plans that define headcount, operating spend, and OKRs for customer value at scale.
• Act as a trusted strategic advisor to the Head of CX and the broader CX leadership group.

Requirements

• At least 8 years of experience in customer support or customer success strategy and operations.
• At least 3 years of experience leading people.
• Strong commitment to improving customer experience and customer value.
• Proven project management ability, including managing several initiatives at once in a fast-moving, high-growth environment.
• Excellent written and verbal communication, plus strong interpersonal skills and the ability to work across teams to drive outcomes.
• Comfort communicating with a broad range of stakeholders, from technical individual contributors to senior executives and board-level audiences.
• Strong analytical capability with the ability to interpret data, build evidence-based recommendations, diagnose issues, gain buy-in, and track results.
• An AI-first mindset with experience using digital or scaled programs to improve efficiency and customer results, and familiarity with AI-first approaches to Revenue Operations methods.

Preferred Background

• Bachelor’s degree in Business Administration, Marketing, or a related discipline.
• Experience leading customer support and customer success teams.
• Experience managing data engineering, AI, and automation teams.
• A positive, energetic approach and a strong desire to create impact.

Additional Information

Notion offers competitive cash compensation, equity, and benefits. Compensation for this role depends on factors such as location, scope, complexity, experience, and expertise. For positions based in San Francisco or New York City, the estimated base salary range is USD 230,000 to USD 270,000 per year.

By submitting an application, candidates acknowledge that Notion and its affiliates may collect and process their information in line with the company’s recruiting privacy policy and applicable New York law.

AI Expectations

Deep AI specialization is not required for every position, but Notion expects employees to be curious, willing to experiment, and eager to use AI as a practical collaborator. In some roles, AI fluency is explicitly required. People who succeed here do not treat AI as a novelty; they use it to think more effectively and help others build on their work.

Equal Opportunity and Accommodations

Notion is an equal opportunity employer and welcomes applicants from a wide range of backgrounds. The company encourages candidates to apply even if they do not meet every requirement listed. Employment decisions are made without unlawful discrimination, and qualified applicants with arrest or conviction records may be considered where permitted by law. Reasonable accommodations are available during the hiring process for individuals who need them.

Notion also states that it does not discriminate in hiring or employment decisions based on protected characteristics such as race, color, religion, national origin, age, sex, pregnancy, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other legally protected traits. Reasonable accommodations are available for qualified individuals with disabilities and disabled veterans during the application process.