Head of Customer Success, EMEA

Introduction

Notion is an innovative AI-powered collaborative workspace where teams and AI tools unite to enhance productivity and cohesion. Trusted by millions worldwide, Notion combines knowledge management, project tracking, and AI integration to simplify work processes across organizations.

About the Company Culture

The team at Notion, referred to as Notinos, are devoted to crafting resilient solutions and redefining workplace collaboration in the AI era. They emphasize thoughtful creation and enabling customers to dedicate more time to their core work through automation and AI agents.

Position Overview

This leadership role involves managing Customer Success across the EMEA region, reporting directly to the Global Head of Customer Success. The position requires overseeing seasoned teams to facilitate maximum customer engagement and growth through adoption and expansion strategies. The role also involves embedding Notion’s vision for an integrated workspace throughout the customer journey.

Key Responsibilities

• Formulate and execute strategic plans to align EMEA Customer Success operations with company-wide objectives focusing on adoption, retention, and business growth.
• Lead and mentor a diverse team of Customer Success Managers serving varied customer segments across Scaled and Dedicated models within EMEA.
• Collaborate closely with Sales, Solutions Engineering, and Professional Services to guarantee smooth customer onboarding and delivery of high-value outcomes, continually refining the customer experience.
• Foster strong executive relationships with key clients, collect customer feedback to guide product development, and advocate for customer interests internally.
• Establish and optimize KPI and OKR frameworks to support data-informed decision-making. Monitor customer health indicators to detect risks and opportunities for proactive management.
• Achieve outstanding customer retention and business expansion across a substantial, multi-million euro portfolio.
• Enhance operational efficiency by leveraging customer success platforms and tools to streamline workflows.

Required Qualifications and Skills

• Minimum of eight years' leadership experience in Customer Success or Go-To-Market roles within dynamic SaaS companies, emphasizing post-sales responsibilities.
• Proven ability to manage a range of customer segments, from commercial accounts to large enterprises, collaborating effectively across multiple departments.
• Exceptional leadership qualities, capable of attracting, motivating, and retaining high-performing teams.
• Deep customer-centric mindset, with passion for understanding client organizations, their priorities, and value drivers.
• Strong data orientation to define appropriate performance metrics and guide team outcomes.
• Operational excellence and systematic approach across the customer lifecycle.
• Growth-oriented attitude, viewing challenges as learning moments and opportunities to improve.
• Highly adaptable to fast-paced and evolving business environments.
• Dedicated to driving customer adoption and maximizing net dollar retention across the EMEA markets.
• Curiosity and willingness to adopt AI technologies to enhance work quality, without needing deep AI expertise.

Compensation and Additional Information

Notion offers a highly competitive package inclusive of salary, equity, and benefits. The anticipated total target earnings range between €187,000 and €209,000 annually, influenced by location, role complexity, and candidate profile.

Equal Opportunity Employer Statement

Notion is dedicated to diversity and inclusivity, welcoming applicants from varied backgrounds and offering reasonable accommodations during the hiring process. They do not discriminate based on any protected characteristic, including but not limited to race, gender, age, disability, or veteran status. Consideration is also given to applicants with criminal records in compliance with relevant laws.

Use of AI in the Workplace

While profound AI expertise is not mandatory for this role, all employees are encouraged to be inquisitive and utilize AI tools to enhance their performance and collaboration.