Head of Customer Success, EMEA

About Us

Notion is an innovative AI-powered collaborative workspace where teams and AI agents work together seamlessly. It integrates knowledge, projects, meetings, and AI tools into a single platform, streamlining work for millions of users, from individuals to large enterprises.

Our team, known as Notinos, are the pioneers in bringing this future of work to life. We emphasize craftsmanship, creating enduring solutions, and the belief that meaningful work remains fundamentally human. Our mission transcends delivering features; each team strives to set new standards for human collaboration in the AI-driven era, from business system records to AI agent management and automating routine tasks, aiming to give customers more time for their core professional efforts.

Role Overview

We seek a customer-centric, outcome-driven leader to direct Customer Success operations across the EMEA region at Notion. Reporting directly to the Global Head of Customer Success, you will guide experienced teams to maximize customer adoption and business growth. You will advocate for Notion’s vision of a unified workspace and lead strategies to enhance customer experience.

Key Responsibilities

• Formulate and execute strategies aligning the EMEA Customer Success team with corporate objectives, focusing on user adoption, retention, and revenue expansion.
• Lead, mentor, and develop Customer Success Managers working within scaled and dedicated customer engagement models across EMEA.
• Collaborate cross-functionally with Sales, Solutions Engineering, and Professional Services to ensure smooth onboarding and delivery of exceptional customer value, refining the customer journey continuously.
• Build and maintain executive-level relationships with key clients while collecting feedback to influence product development and represent EMEA customers internally.
• Establish and maintain robust KPI and OKR frameworks for data-driven decision-making. Monitor customer health scores to proactively manage risks and identify growth prospects.
• Drive top-tier retention and expansion rates within a substantial multi-million euro portfolio.
• Optimize internal processes using customer success platforms and tools to enhance operational efficiency.

Required Qualifications

• A minimum of eight years leading Customer Success or Go-To-Market teams in high-growth SaaS environments, with emphasis on post-sales activities.
• Experience managing diverse customer segments, from commercial to enterprise accounts, and collaborating with multiple stakeholders across organizations.
• Proven leadership skills in talent attraction, development, and retention.
• A deeply customer-focused approach, with an ability to understand customers’ organizations, priorities, and value drivers.
• Strong data literacy with experience in defining effective performance metrics.
• Operational excellence and systems-oriented thinking applied throughout the customer lifecycle.
• A growth mindset that embraces challenges as opportunities to learn and evolve.
• Adaptability and resilience in fast-changing business environments.
• Capability to drive platform adoption and maximize net dollar retention across the EMEA region.
• Curiosity and willingness to engage with AI tools to enhance work efficiency, though deep AI expertise is not mandatory.

Compensation & Benefits

Notion offers a highly competitive compensation package including salary, equity, and benefits. For this role, total on-target earnings, which comprise base pay plus incentives, are anticipated in the range of €187,000 to €209,000 annually. Final compensation will reflect location, role complexity, and individual qualification and experience.

Equal Opportunity & Accommodations

We welcome applicants from diverse backgrounds and encourage those who may not meet every criterion but are enthusiastic about the role to apply. Notion is committed to equal employment opportunity and prohibits discrimination based on legally protected characteristics. Qualified candidates with criminal records will be considered in compliance with applicable law. Reasonable accommodations are available upon request during the application process.

On AI Culture

While not all roles require advanced AI knowledge, all Notinos are expected to be curious and eager to utilize AI as a collaborative tool to enhance productivity and decision-making.