Head of Customer Success, EMEA

About Us

At Notion, we create a collaborative AI workspace designed for teams and agents to work cohesively. Our platform blends knowledge bases, projects, meetings, and AI tools into one environment, enhancing clarity, speed, and reducing fragmentation of work. Millions ranging from individuals to large enterprises trust Notion to power their workflows. Our team, known as Notinos, are the core drivers behind this vision, deeply invested in craftsmanship and human-centric work methods in the AI era, striving to streamline operations and automate mundane tasks to free up time for meaningful work.

Role Overview

We seek an experienced and customer-centric leader to lead the Customer Success function across the EMEA region. Reporting to the Global Head of Customer Success, you will guide teams focused on assisting clients in maximizing their use of Notion through effective adoption and account growth. You will also embody and promote Notion's vision of a connected workspace.

Key Responsibilities

• Develop and execute strategies that align the EMEA Customer Success team with the company’s overarching objectives concerning user adoption, retention, and business expansion.
• Lead, mentor, and grow a diverse team of Customer Success Managers across different customer engagement models in the EMEA territory.
• Collaborate extensively with teams such as Sales, Solutions Engineering, and Professional Services to guarantee smooth onboarding processes and deliver high-value customer engagements, enhancing the end-to-end customer experience.
• Build and maintain strong executive-level relationships with key clients, solicit their feedback to influence product direction, and advocate on behalf of customers within the organization.
• Establish and refine a system of KPIs and OKRs to drive data-informed decisions, oversee customer health metrics to proactively address risks and capture growth opportunities.
• Ensure business goals are met by driving retention and expansion initiatives across a sizeable multi-million dollar portfolio.
• Leverage customer success platforms and tools to improve operational workflows and productivity of the customer success team.

Qualifications and Skills

• Minimum of eight years leading Customer Success or go-to-market teams within fast-paced SaaS companies, with thorough experience managing post-sales activities.
• Proven capability to manage multiple customer segments ranging from commercial to enterprise, while partnering effectively with numerous internal departments.
• Exceptional leadership skills demonstrated in attracting, developing, and retaining top-tier talent.
• Strong customer orientation with a passion for deeply understanding client organizations, their priorities, and value drivers.
• Advanced analytical skills enabling establishment and monitoring of appropriate performance metrics.
• Operationally focused with ability to apply systems thinking throughout the customer engagement lifecycle.
• Growth mindset with resilience to learn from setbacks and adapt to rapid change.
• Proven ability to increase product adoption and usage, maximizing net dollar retention across the EMEA region.
• Familiarity with AI tools is a plus, along with intellectual curiosity and willingness to utilize AI to enhance work efficiency and outcomes.

Compensation and Equal Opportunity

Notion offers a highly competitive compensation package that includes salary, equity, and benefits. The expected total on-target earnings for this position range between €187,000 and €209,000 annually, depending on factors such as location, role complexity, and individual qualifications.

Notion welcomes applicants from all backgrounds, including those who may not meet all listed criteria. We are committed to equal employment opportunity and provide reasonable accommodations throughout the hiring process.

Additional Notes

While deep AI expertise is not mandatory, embracing and collaborating with AI technologies is expected across roles here, helping individuals work smarter and contribute to the team’s collective success.