Head of Customer Success, EMEA

Company Overview

Notion is a cutting-edge collaborative AI workspace used by millions globally to unify knowledge, projects, meetings, and AI tools in one seamless environment. The company’s employees, known as Notinos, strive to innovate solutions that transform the future of work by enhancing collaboration and productivity with AI integration.

Role Summary

We are seeking a dynamic and customer-driven leader to head the Customer Success teams across EMEA. Reporting to the Global Head of Customer Success, you will lead experienced teams focused on driving adoption, retention, and expansion of Notion’s platform while fostering strong customer relationships aligned with our vision of a connected workspace.

Key Responsibilities

• Develop and execute strategic plans to align the EMEA Customer Success division with the company’s overall objectives, focusing on customer adoption, retention, and growth.
• Lead, mentor, and build a high-performing team of Customer Success Managers across Scaled and Dedicated segments within the EMEA region.
• Collaborate closely with Sales, Solutions Engineering, and Professional Services teams to guarantee smooth onboarding experiences and high-value service delivery, continuously enhancing the customer journey.
• Strengthen executive-level relationships with key clients, actively gather feedback to guide product enhancements, and passionately represent EMEA customers internally.
• Establish and maintain robust KPI and OKR frameworks to support data-driven operations; monitor customer health indicators to proactively address risks and capitalize on opportunities.
• Drive superior retention rates and expand a sizeable multi-million dollar customer portfolio.
• Utilize customer success management tools to optimize workflows and increase team efficiency.

Required Qualifications and Attributes

• Over eight years of leadership experience in Customer Success or go-to-market functions within fast-expanding SaaS companies, emphasizing post-sale engagement.
• Proven capability in managing varied customer bases ranging from commercial clients to enterprises while collaborating seamlessly across departments.
• Exceptional leadership skills that inspire, attract, develop, and retain outstanding talent.
• A strong customer advocate, deeply understanding client organizations, their priorities, and value drivers.
• Data-savvy with proficiency in defining and monitoring performance metrics.
• Strong operational discipline combined with a systematic approach throughout the customer lifecycle.
• A growth mindset welcoming learning from challenges and adapting swiftly to evolving business landscapes.
• Demonstrated success in boosting customer adoption and maximizing net dollar retention across EMEA markets.
• While AI expertise is not mandatory, a genuine curiosity and willingness to leverage AI tools for enhanced productivity is expected.

Compensation and Equal Opportunity

Notion offers competitive compensation including cash, equity, and benefits adjusted based on the candidate’s location, role complexity, and experience. The target total earnings range for this position is approximately €187,000 to €209,000 annually.

Committed to diversity and inclusion, Notion welcomes applicants from all backgrounds and provides reasonable accommodations throughout the hiring process. The organization practices equal opportunity employment and does not discriminate based on legally protected characteristics.

A Note on AI

Although deep AI expertise isn’t required for this position, every employee is encouraged to be intellectually curious and embrace AI as a collaborative resource to enhance their work quality and efficiency.