Head of Customer Success, EMEA

About the Company

Notion is a collaborative AI workspace designed for teams and agents to work together seamlessly. It integrates knowledge, projects, meetings, and AI tools in one platform, streamlining workflows for millions across individuals, small teams, and large enterprises. Employees, known as Notinos, embody the vision of crafting lasting solutions and elevating human collaboration in the AI era.

Role Overview

The company is seeking a results-driven and customer-oriented leader to direct Customer Success operations across the EMEA region. Reporting to the Global Head of Customer Success, this role involves managing skilled teams to ensure customers successfully adopt and expand their use of Notion. The leader will also promote Notion’s goal of creating a connected workspace.

Responsibilities

• Craft and execute strategies aligning the EMEA Customer Success division with company objectives, emphasizing adoption, retention, and growth.
• Guide and mentor a team of Customer Success Managers responsible for scaled and dedicated client engagements throughout EMEA.
• Collaborate cross-departmentally with Sales, Solutions Engineering, and Professional Services to ensure smooth onboarding and enriched customer experiences that foster long-term relationships.
• Establish and nurture executive-level connections with key clients, gathering customer insights to influence product development and advocate for the EMEA customer base internally.
• Develop and maintain standardized KPI and OKR frameworks to support data-informed decision-making and monitor customer health indicators to identify risks and opportunities.
• Drive exceptional retention rates and business growth within a substantial multi-million euro portfolio.
• Implement efficiencies and process improvements by leveraging customer success platforms and tools.

Requirements

• Minimum of 8 years’ experience in leadership roles within Customer Success or go-to-market functions at fast-growing SaaS firms, with emphasis on post-sales activities.
• Proven ability managing varied customer segments from commercial to enterprise levels, with extensive cross-functional stakeholder collaboration.
• Strong leadership skills demonstrated through attracting, motivating, developing, and retaining high-performing teams.
• Genuine customer focus and advocacy, with a deep understanding of customer business needs and value drivers.
• Expertise in establishing and tracking performance metrics to guide organizational success.
• Operational diligence and systems-oriented thinking throughout the customer lifecycle management.
• Growth mindset with a positive approach toward challenges and setbacks, viewing them as learning opportunities.
• Flexibility and resilience in fast-paced, evolving business environments.
• Commitment to boosting product adoption and maximizing net dollar retention across the EMEA region.
• Curiosity about AI and eagerness to integrate AI tools for improved work efficiency, without requiring expert-level AI knowledge.

Compensation and Benefits

Notion offers a highly competitive compensation package, including cash salary, equity, and benefits. The total on-target earnings for this position, combining base and incentive pay, are estimated between €187,000 and €209,000 annually. Actual compensation will depend on location, role complexity, and the candidate’s experience.

Additional Information

By applying, candidates consent to the collection and processing of their personal data in accordance with the company's global recruiting privacy policies.

Company Culture and Diversity

Notion values intellectual curiosity, especially in how AI can enhance work processes, encouraging employees to embrace AI as a collaborative tool. The company is an equal opportunity employer dedicated to diversity and inclusion, not discriminating based on any legally protected characteristics. It also considers qualified applicants with criminal records and provides reasonable accommodations for candidates with disabilities upon request.