Head of Customer Success, EMEA

About the Company

Notion is an innovative collaborative AI workspace designed to unify knowledge, projects, meetings, and AI tools in a single seamless environment. Trusted by millions ranging from individual users to large enterprises, Notion strives to simplify and enhance how work gets done.

Our team, known internally as Notinos, passionately develops lasting solutions that set industry standards for human collaboration in the AI age. We prioritize craftsmanship and meaningful work, empowering customers to focus on their core objectives by automating routine tasks and managing AI agents.

Role Overview

We're seeking a driven and customer-centric leader to direct the Customer Success operations across EMEA for Notion. Reporting directly to the Global Head of Customer Success, you will oversee experienced customer success teams that facilitate product adoption, retention, and business growth. Your mission includes embodying Notion's vision for a connected workspace while fostering lasting customer relationships.

Key Responsibilities

• Establish and execute strategies to align the Customer Success organization in EMEA with company-wide objectives, focusing on adoption, retention, and expansion.
• Lead, mentor, and grow a team of Customer Success Managers across scaled and dedicated customer segments throughout the EMEA region.
• Collaborate cross-functionally with Sales, Solutions Engineering, and Professional Services to guarantee smooth customer onboarding and deliver premium value, enhancing the overall customer journey.
• Engage with key customer executives to build strong advocacy, collecting actionable feedback that informs product development and internal initiatives for EMEA customers.
• Develop and maintain rigorous KPI and OKR frameworks to support data-informed decision-making and monitor customer health to proactively address risks and opportunities.
• Drive outstanding retention and expansion outcomes within a multimillion-euro portfolio.
• Improve operational workflows by leveraging customer success management platforms and tools to boost team efficiency and service quality.

Required Qualifications and Skills

• More than 8 years’ leadership experience in Customer Success or related Go-to-Market functions within a dynamic SaaS environment, emphasizing post-sales processes.
• Proven ability to manage diverse customer bases, ranging from Commercial to Enterprise accounts, while coordinating effectively with multiple internal departments.
• Exceptional leadership skills characterized by attracting, inspiring, and retaining high-caliber talent.
• A deeply customer-first mindset with a passion for understanding client organizations, priorities, and value drivers.
• Strong data orientation with the ability to establish impactful performance metrics for teams.
• Operational excellence combined with system-level thinking across all stages of the customer lifecycle.
• A growth-oriented attitude that embraces challenges and learns from setbacks.
• Adaptability and resilience in fast-evolving business settings.
• Commitment to maximizing net dollar retention through adoption and usage enhancement across EMEA.
• While AI expertise isn’t mandatory, openness to utilizing AI tools to enhance productivity and outcomes is expected.

Compensation

Notion offers a highly competitive compensation package comprising base salary, incentives, equity, and benefits. Estimated total on-target earnings for this position range between €187,000 and €209,000 annually, depending on location, role complexity, and individual qualifications.

Additional Information

Privacy Agreement: By applying, candidates consent to the processing of their information according to Notion’s Global Recruiting Privacy Policy.

AI Philosophy: Notion values curiosity and a willingness to integrate AI as a collaborator in work processes, expecting all team members to engage with AI thoughtfully even if deep expertise is not required.

Equal Opportunity Commitment: We embrace diversity and inclusivity, welcoming applicants from various backgrounds regardless of differences in legally protected characteristics. We also provide reasonable accommodations during the application process and are committed to fair hiring practices in compliance with all applicable laws.