Customer Success Manager

Notion is a collaborative AI workspace designed for teams and agents to think together. It provides a unified platform for knowledge, projects, meetings, and AI tools, aiming to make work more efficient and less fragmented. Millions of individuals, small teams, and large corporations rely on Notion. Our employees, known as Notinos, are central to bringing this vision of the future of work to life. We value craftsmanship, building enduring products, and the inherently human aspect of great work. Our objective extends beyond simply releasing new features; each Notion team is dedicated to establishing the benchmark for human collaboration in the AI era. From developing a company's system of record to creating and managing AI agents and automating routine tasks, our focus is on empowering our customers with more time for their essential work.

Our mission is to enable every individual, team, and company to customize their software to overcome any challenge. While computers are powerful tools, most users cannot build or modify the software they use daily. Notion aims to change this through focus, design, and craftsmanship. Founded in 2016, Notion serves prominent clients like OpenAI, Toyota, Figma, and Investment NSW, alongside thousands of others. We are experiencing rapid growth and are seeking exceptional individuals to join our team. We are committed to fostering a company culture as diverse and creative as our global user base.

Notion operates as an in-person company, requiring employees to be in the office for three designated 'Anchor Days' each week: Mondays, Tuesdays, and Thursdays.

This role involves driving growth, adoption, retention, and expansion for a highly valued product that addresses significant customer needs. Fortune 500 companies utilize Notion for managing large teams, while individuals also leverage it for personal use like note-taking and organizing photos. You will assist customers in achieving tangible results by leveraging AI-powered workflows. This includes partnering with clients to understand their objectives and guiding them through hands-on workshops to develop AI-centric workflows tailored to their specific challenges.

You will be responsible for managing renewal execution, ensuring it is grounded in demonstrated value and outcomes. As customer value becomes increasingly linked to workflow adoption and business impact, you will lead renewals by effectively translating achieved results into renewal readiness. As an early member of the Customer Success team, you will play a crucial role in defining, refining, and scaling our customer success strategies. Your engagement with customers will provide valuable insights that will help improve our service offerings and inform future product development. This position offers opportunities to enhance your skills as we address significant challenges, building on our track record of achieving substantial results efficiently.

• Oversee the post-sale customer lifecycle, including onboarding, AI adoption, value realization, and renewals for a portfolio of named accounts.
• Develop comprehensive success plans to ensure each customer achieves their desired objectives.
• Conduct AI workshops to design and implement workflows that resolve specific business issues.
• Cultivate Notion champions and advocates within your assigned accounts.
• Present demonstrated customer value and outcomes to senior stakeholders during business reviews.
• Collaborate with Account Executives on growth strategies for existing accounts, identifying and qualifying expansion opportunities.
• Develop innovative Customer Success programs to enhance customer retention and growth, documenting and disseminating learnings across the organization.
• Gain in-depth product knowledge and share key insights and learnings with the Product team to influence the product roadmap.

• A minimum of 5 years of experience in Customer Success or Account Management.
• Proven ability to manage the entire customer journey, from initial adoption through to renewal.
• Excellent discovery skills to identify customer challenges and propose tailored solutions.
• Comfort with technical concepts and a demonstrated ability to acquire the skills necessary for building and implementing AI workflows.
• Proficiency in articulating customer value and presenting it effectively to senior management.
• Experience in developing Customer Success playbooks and establishing new processes based on acquired knowledge.
• Strong cross-functional collaboration skills to creatively solve customer problems.
• Ability to thrive in ambiguous environments within a fast-paced, foundational team.
• While deep AI expertise is not required, a strong sense of curiosity and a willingness to adopt AI tools for enhanced productivity and results are essential.

• Previous experience using Notion in a professional or personal capacity.
• Experience with technical products and diverse commercial models (e.g., per seat, usage-based).
• Prior experience as an early hire in a rapidly growing startup environment.

Notion is committed to hiring talented and passionate individuals from diverse backgrounds to reflect our global customer base. We encourage applications from candidates whose experience may not perfectly align with every listed qualification but who are excited about the role. If you are a builder at heart, share our company values, and are enthusiastic about making software customization universally accessible, we want to hear from you.

Notion is an equal opportunity employer and does not discriminate in hiring or employment decisions 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 any other legally protected characteristic. We consider qualified applicants with criminal histories in accordance with applicable laws. Notion is also dedicated to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans during the application process. Please inform your recruiter if you require assistance or accommodation due to a disability.

By submitting your application, you acknowledge and agree that Notion and its affiliates will collect and process your information according to Notion’s Global Recruiting Privacy Policy.

A Note on AI: While deep AI expertise isn't mandatory for all roles, we expect all Notinos to possess intellectual curiosity, a drive for experimentation and discovery, and an eagerness to use AI as a genuine collaborator. For specific roles where AI fluency is a core requirement, it will be explicitly stated in the qualifications. Individuals who excel at Notion don't view AI as a novelty; they leverage it to enhance their thinking and create work that is easily built upon by others.