Customer Success Manager

Company Overview

Notion is a collaborative AI-powered workspace that integrates knowledge, projects, meetings, and AI tools together to create faster, clearer, and more unified workflows. Used by millions ranging from individuals to Fortune 500 companies, Notion is transforming how people work by focusing on human-centric design and functionality.

About the Role

The Customer Success Manager will lead growth, adoption, retention, and account expansion for Notion’s innovative platform, emphasizing AI-driven workflows. Partnering closely with clients, this role involves conducting tailored workshops and helping customers solve specific business problems through AI integration. The successful candidate will also manage post-sale processes including onboarding, AI adoption, and renewal management, while contributing to the development of foundational Customer Success strategies and influencing product improvements.

Key Responsibilities

• Manage the complete post-sale customer lifecycle covering onboarding, AI adoption, value delivery, and contract renewals for designated accounts.
• Develop and implement success plans to support customers in achieving their objectives.
• Conduct interactive AI workshops to create and deploy problem-solving workflows tailored to customer needs.
• Foster internal advocates and champions within customer organizations.
• Lead business reviews with senior stakeholders to demonstrate delivered value.
• Collaborate with Account Executives to identify growth opportunities within existing accounts.
• Innovate and document Customer Success methodologies to enhance retention and expansion.
• Provide feedback and insights to the Product team to help shape future development based on customer interaction.

Required Qualifications

• Over 5 years of proven expertise in Customer Success or Account Management roles.
• Experience managing end-to-end customer journeys from onboarding through renewal.
• Strong aptitude for discovering customer challenges and linking them to customized solutions.
• Comfortable engaging with technical concepts and aptitude to learn AI workflow implementation.
• Effective communication skills to articulate customer value and influence senior-level stakeholders.
• Ability to establish Customer Success frameworks and processes based on organizational learnings.
• Proven skills in cross-functional collaboration to creatively address customer challenges.
• Resilience and flexibility to thrive in a fast-paced, evolving environment, open to ambiguity.
• Curious and motivated to adopt AI tools to work smarter, though deep AI expertise is not mandatory.

Preferable Skills

• Prior experience utilizing Notion in professional settings.
• Background working with technical products and multiple commercial pricing structures.
• Experience as an early team member in fast-growing startups.

Additional Information

Notion values diversity and encourages applicants from varied backgrounds, emphasizing equal opportunity employment without discrimination based on legally protected characteristics. The company is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the hiring process.

Applicants are expected to be intellectually curious and engage AI as a collaborator in their work, promoting continuous learning and improvement.

Work Arrangement

This position requires onsite presence in Sydney with attendance on designated Anchor Days (Mondays, Tuesdays, and Thursdays) at the office.