Customer Success Strategy & Operations Manager

Notion is the collaborative AI workspace where teams and agents think together. We're building one place where your knowledge projects meetings and AI tools live side by side so work feels faster clearer and less fragmented. Millions of individuals small teams and large companies run their work on Notion.

Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft humanity and building things that last — not just shipping the next feature but setting a standard for how modern teams (with humans and agents working together) think and execute.

Notion helps you build beautiful tools for your life’s work. In today's world of endless apps and tabs Notion provides one place for teams to get everything done seamlessly connecting docs notes projects calendar and email—with AI built in to find answers and automate work. Millions of users from individuals to large organizations like Toyota Figma and OpenAI love Notion for its flexibility and choose it because it helps them save time and money.

In-person collaboration is essential to Notion's culture. We require all team members to work from our offices on Mondays Tuesdays and Thursdays our designated Anchor Days. Certain teams or positions may require additional in-office workdays.

In your role as CS Operations Lead you will support the Customer Success team to accelerate customer value revenue and team productivity and think holistically about CS collaboration across the customer journey in conjunction with Sales Marketing Customer Support and Professional Services.

CS is responsible for ensuring customers realize value with Notion. CSMs engage with customers across onboarding adoption retention and growth phases of the customer journey.

In this position you will be at the core of helping CS define forecast and achieve their goals ultimately ensuring our customers realize value retain and grow. In practice you will design and implement the customer journey oversee our core capacity and forecast models lead analyses that help us understand the “why” behind performance and guide what we can do to improve. And you will own and innovate our operating rhythm to ensure we are staying ahead of the curve and improving outcomes systematically. Ultimately your work will help our business run smoothly today — and make the right big bets for tomorrow.

We are looking for someone who is customer-centric a first-principles thinker process-oriented has strong analytical skills and is effective at building cross-functional partnerships. This person should be excited to dive into analyses modeling and process improvement — as well as have a high sense of ownership track record of building from scratch and ability to communicate across levels and audiences to get things done.

• Customer Journey & Value Creation: Deisgn and optimize the end-to-end customer journey including the milestones success metrics and playbooks that guide customers from onboarding through adoption expansion and renewal. Leveraging and AI-native approach you will build the frameworks that translate business outcomes into scalable operational motions establish leading indicators of customer health and risk and partner cross-functionally to ensure the journey is continuously refined based on data.

• Strategic Partnership & Global Influence: Develop analyses that help design set and measure strategy for global Customer Success and Customer Experience. Present optionality to leadership to inform the right big bets for annual and in-year plans. Lead through influence across GTM Leadership BizTech Data Finance and more to deliver results.

• CS Segmentation Coverage & Resource Modeling: Design build and manage a model that guides resource allocation globally by segment. Partner with GTM and RevOps Leadership to define segment-specific coverage models and highest-impact activities across the customer lifecycle linking to revenue outcomes. Monitor and report on segment performance.

• Operating Cadence: Develop and mature a rigorous consistent predictable operating rhythm — build KPI reviews that identify risks and trend and enable data-driven decisions across all levels. Generate insights about performance and drivers to guide critical decisions. Partner with RevOps GTM Leads and BizTech to establish robust global operating processes.

• Data Process & Tooling: Design and maintain core processes e.g. attainment reporting forecast vs. actuals and At Risk Account Reviews. Partner with Data and BizTech to streamline daily team operations and build AI workflows while providing leadership with comprehensive insights — leveraging tools such as Zendesk Assembled Gainsight Salesforce Tableau and Hex.

• 5+ years working in Customer Operations and/or Strategy in a high growth SaaS model

• Strong analytical skills -- can model any operational question full cycle (develop assumptions and output)

• AI-native approach to building workflows insights and end-to-end systems between humans & agents

• High EQ -- works well with stakeholders gains trust enjoys working with people

• Senior presence -- can convey complex information to executives clearly and concisely; can resolve tradeoffs. Effective communicator across levels and audiences

• First principles problem solver -- dimensionalizes problems demonstrates history of lateral thinking

• Hands on -- extensive experience and interest in building from scratch

• Ownership -- high ownership mentality demonstrated by developing projects of >6-12 months length

• Notion power user or desire to learn -- prior Notion experience is not required but you have the ability and desire to become a pro

• BA / BS required

• Customer-facing experience on an account team (Onboarding CS Account Management etc.)

• Experience with statistical methods SQL Tableau Python and/or other advanced analytics and BI/Dashboarding

• Experience using Zendesk Gainsight and Salesforce

• Experience using Notion

• History of promotions or progressive responsibilities at work

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 base salary range for this role is $205000 - $230000 per year.

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#LI-Onsite

You don’t need deep AI expertise for every role but we do expect every Notino to be intellectually curious drawn to tinkering and discovery and excited to use AI as a real collaborator in their work. For some roles AI fluency is a core requirement — when that’s the case we’ll make it explicit in the qualifications. People who thrive here don’t treat AI as a novelty. They use it to think better move faster and build more creatively.

We hire talented and passionate people from a variety of backgrounds because we want our teams to reflect the wide diversity of our customers. If you’re excited about a role but your experience doesn’t align perfectly with every bullet point listed we still encourage you to apply.

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.

What We Do

Notion blends your everyday work tools into one. Product roadmap? Company wiki? Meeting notes? With Notion they're all in one place and totally customizable to meet the needs of any workflow. It's the all-in-one workspace for you your team and your whole company. Mission: We humans are toolmakers by nature but most of us can't build or modify the software we use every day — arguably our most powerful tool. Here at Notion we're on a mission to make it possible for everyone to shape the tools that shape their lives.

Why Work With Us

Here at Notion our work shapes our culture and our culture inspires our work. We seek to hire creative toolmakers that want to be the best in their craft. If every employee is able to focus on being the best toolmaker in their craft we'll be able to achieve our mission of enabling the world to better solve its problems.

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