Head of Customer Success, EMEA

About Notion

Notion is a collaborative AI workspace designed to integrate knowledge, projects, meetings, and AI tools in one unified environment for faster and clearer teamwork. Utilized by millions of users across various team sizes, Notion empowers businesses to streamline their work in the AI-driven future. Our team members, known as Notinos, are the first users and advocates for advancing human collaboration through AI.

Role Overview

We are seeking an experienced and results-driven leader to manage the Customer Success function for the EMEA region. This role reports directly to the Global Head of Customer Success and involves leading seasoned teams to maximize customer satisfaction, promote adoption, and drive expansion of Notion's platform. The leader will also serve as a key proponent of Notion’s vision to create a connected workspace.

Key Responsibilities

• Design and execute strategic plans that align the EMEA Customer Success team with overarching company goals focused on adoption, retention, and growth.
• Lead and mentor a team of Customer Success Managers serving both Scaled and Dedicated customer segments within EMEA.
• Collaborate closely with Sales, Solutions Engineering, and Professional Services to ensure effective onboarding processes and high-value customer engagements, continuously enhancing the overall customer experience.
• Maintain and nurture executive relationships with major clients, gathering insights to inform product development and representing EMEA customers' interests internally.
• Establish and refine robust KPI and OKR frameworks to facilitate data-driven decision-making and monitor customer health metrics to proactively address risks and opportunities.
• Drive superior retention and expansion results within a multi-million euro portfolio.
• Optimize processes through effective use of customer success platforms and tools to increase team efficiency.

Experience and Skills Required

• Minimum of 8 years leading Customer Success or Go-to-Market functions in a high-growth SaaS environment, with extensive experience in post-sales roles.
• Proven ability managing diverse customer tiers ranging from Commercial to Enterprise and collaborating across multiple internal teams.
• Strong leadership skills capable of attracting, developing, and retaining high-performing talent.
• Deep customer focus with a passion for understanding client business priorities and delivering value.
• Proficiency in data-driven management and setting relevant performance indicators.
• Expertise in operational discipline and systems thinking throughout the customer lifecycle.
• Growth-oriented mindset that embraces challenges as learning opportunities.
• Adaptability to thrive in fast-changing business environments.
• Commitment to driving customer adoption and maximizing net dollar retention across EMEA.
• While not required to be an AI expert, curiosity and openness to utilizing AI tools to enhance work processes are essential.

Compensation

This position offers a comprehensive compensation package including competitive base salary, equity, and benefits. Total target earnings, combining base pay and incentives, are estimated between €187,000 and €209,000 annually, subject to factors such as location, role complexity, and candidate experience.

Equal Opportunity and Accessibility

Notion is an inclusive employer welcoming applicants from diverse backgrounds and experiences. We encourage all qualified individuals to apply, even if they do not meet every qualification. Employment decisions are free from discrimination based on legally protected characteristics. We provide reasonable accommodations throughout the application process; applicants requiring assistance are encouraged to reach out to the recruiting team.

Use of AI

We expect all team members to possess intellectual curiosity and a willingness to engage with AI technologies as collaborative tools that enhance their work quality and efficiency.