Head of Customer Success, EMEA

About Us

Notion is an innovative collaborative AI workspace designed to bring teams and agents together seamlessly. Our platform integrates knowledge, projects, meetings, and AI tools in one location to enhance productivity, clarity, and reduce fragmentation. Trusted by millions worldwide, Notion supports individuals, small teams, and large enterprises in managing their work efficiently.

At Notion, our employees, called Notinos, are pivotal in shaping the future of work. We value craftsmanship, creating lasting solutions, and maintaining a human-centric approach despite advanced technology. Our mission extends beyond launching features—it’s about setting new standards for collaboration in the AI age.

Role Overview

We seek an experienced and strategic leader to manage Customer Success operations across the EMEA region. Reporting directly to the Global Head of Customer Success, this role involves guiding skilled teams to facilitate customer engagement, promote adoption, and drive business growth. The Head of Customer Success will embody Notion's vision of building a connected workspace and ensure customer satisfaction and expansion.

Key Responsibilities

• Develop and execute strategies to align the EMEA Customer Success teams with company-wide objectives emphasizing customer adoption, retention, and growth.
• Lead, mentor, and expand a diverse team of Customer Success Managers across different customer engagement models, including scaled and dedicated approaches.
• Collaborate closely with Sales, Solutions Engineering, and Professional Services to guarantee smooth customer onboarding and deliver outstanding value throughout the customer journey.
• Build and maintain strong executive-level relationships with key customers. Actively collect customer insights to guide product enhancements and represent EMEA clients' interests internally.
• Establish and refine KPI and OKR frameworks to enable informed, data-driven management. Monitor customer health indicators to identify and address risks and growth opportunities proactively.
• Drive exceptional customer retention and expansion results, managing a substantial multi-million euro portfolio.
• Optimize processes and boost efficiency through the strategic use of customer success management platforms and related tools.

Candidate Profile

• Minimum of 8 years’ experience leading Customer Success or go-to-market teams within a fast-paced SaaS environment, focusing on post-sales customer journeys.
• Proven ability to manage varied customer segments, from commercial to enterprise clients, while fostering cross-departmental collaboration.
• Strong leadership skills with a talent for attracting, inspiring, developing, and retaining high-performing staff.
• Deeply customer-focused mindset with a commitment to understanding customer business priorities and delivering meaningful value.
• Data-oriented approach in setting and interpreting performance metrics for team success.
• Experienced in operational discipline and applying systems thinking to streamline the entire customer lifecycle.
• A growth mindset, perceiving challenges as learning opportunities.
• Adaptability to thrive in a dynamic and rapidly evolving organizational environment.
• Motivated to enhance adoption and usage rates to maximize net dollar retention across the EMEA region.
• While not required to be an AI expert, a curiosity towards AI and willingness to leverage AI tools for improved work outcomes is essential.

Additional Information

Notion offers a highly competitive compensation package including cash salary, equity, and benefits. The anticipated total annual compensation (base plus incentive) ranges from €187,000 to €209,000, influenced by factors such as location, role scope, and candidate experience.

Equal Opportunity Statement

We welcome applicants from diverse backgrounds and encourage candidates who may not meet every qualification to apply. Notion is an equal opportunity employer, committed to non-discrimination based on any legally protected characteristic. Employment decisions consider applicants with criminal histories in accordance with applicable laws. Reasonable accommodations are provided during the hiring process upon request.

Commitment to AI Usage

While AI expertise is not mandatory for all roles, Notion expects its team members to be curious and eager to integrate AI collaboration tools into their work. Success at Notion includes leveraging AI to enhance thinking and simplify tasks.