Head of Customer Success, EMEA

Who We Are

We are Notion, a collaborative AI workspace where teams and agents collaborate seamlessly. Our platform integrates knowledge, projects, meetings, and AI tools into one unified space, promoting faster, clearer, and more coordinated work for millions of users worldwide. Our employees, known as Notinos, are key to shaping the future of work by prioritizing craftsmanship and the human aspect of collaboration, focusing on building sustainable, impactful solutions rather than merely launching features.

About The Role

We are seeking a strategic and customer-centric leader to oversee our Customer Success operations across the EMEA region. Reporting to the Global Head of Customer Success, you will manage seasoned teams dedicated to maximizing customer success through adoption and growth, while embodying Notion’s vision of a connected workspace.

Key Responsibilities

• Formulate and execute strategies to align the EMEA Customer Success teams with company goals, focused on adoption, retention, and expansion.
• Lead, mentor, and grow a team of Customer Success Managers covering both Scaled and Dedicated customer segments across EMEA.
• Collaborate effectively with Sales, Solutions Engineering, and Professional Services to ensure smooth onboarding and delivery, continuously refining the customer experience for long-term engagement.
• Build and maintain strong executive-level relationships with key clients; collect and communicate customer insights to influence product enhancements and represent customers internally.
• Develop and enhance KPI and OKR frameworks to enable data-driven decision-making; monitor customer health metrics proactively to identify risks and opportunities.
• Drive excellence in retention and growth across a multimillion-dollar portfolio.
• Optimize customer success processes by leveraging management platforms and tools to improve team productivity and process efficiency.

Qualifications and Skills

• Over 8 years of leadership experience in Customer Success or Go-To-Market roles within a dynamic SaaS environment, particularly focused on post-sales functions.
• Proven ability managing multiple customer segments from Commercial to Enterprise, working cross-functionally with diverse stakeholders.
• Outstanding leadership skills with a track record of attracting, developing, and retaining high-performing teams.
• Deep customer orientation, with a passion for understanding customer organizations, priorities, and value drivers.
• Data-driven mindset with expertise in setting and monitoring performance metrics for success teams.
• Strong operational and systematic thinking applied across the customer journey lifecycle.
• Growth-oriented attitude, treating setbacks as opportunities to learn and adapt.
• Highly flexible and thrives in fast-changing business conditions.
• Committed to driving product adoption and usage to maximize net dollar retention throughout EMEA.
• While not requiring AI expertise, demonstrates curiosity and willingness to leverage AI tools for better productivity and outcomes.

Compensation and Benefits

Notion offers competitive total compensation packages, including salary, equity, and benefits, tailored based on the role complexity, location, and candidate experience. Expected on-target earnings for this role range between €187,000 and €209,000 annually.

Equal Opportunity & Accommodations

We embrace diversity and inclusion in our hiring practices and strongly encourage candidates from all backgrounds to apply, even if all qualifications are not met. We provide reasonable accommodations during the recruitment process upon request. We comply with all applicable laws regarding non-discrimination and fair employment practices.

Our Approach to AI

All team members are encouraged to be intellectually curious and to integrate AI collaboratively into their workflows to enhance thinking and ease their work. While deep AI knowledge is not mandatory, interest and readiness to utilize AI technologies are valued.