Head of Customer Success, EMEA

About Notion

Notion is an AI-driven collaborative workspace enabling teams and agents to work together efficiently by consolidating knowledge, projects, meetings, and tools in one platform. Serving millions, Notion strives to redefine teamwork in the AI era, focusing on lasting solutions and human-centric work.

Role Summary

The Head of Customer Success, EMEA, will lead the regional customer success teams, reporting to the Global Head. This role is pivotal in driving customer adoption, retention, and growth while embodying Notion’s mission to create connected workspaces.

Key Responsibilities

• Craft and execute strategies that align EMEA Customer Success with company-wide objectives like adoption, retention, and expansion.
• Lead, mentor, and evolve Customer Success Managers managing both Scaled and Dedicated customer segments across EMEA.
• Collaborate seamlessly with Sales, Solutions Engineering, and Professional Services to ensure smooth onboarding and deliver high-value customer experiences.
• Foster executive relationships with major clients, collect feedback to inform product enhancements, and advocate for regional customers internally.
• Implement robust KPI and OKR frameworks driving data-informed decision-making and proactively monitor customer health metrics to address risks and identify opportunities.
• Ensure exceptional customer retention and expansion managing a multimillion-dollar portfolio.
• Optimize workflows using customer success management platforms to enhance team effectiveness.

Qualifications and Skills

• Minimum 8 years of leadership experience in Customer Success or go-to-market roles within fast-paced SaaS companies, focused on post-sales processes.
• Demonstrated management across diverse customer categories from commercial to enterprise and engagement with multiple internal partners.
• Strong leadership skills that attract, inspire, and nurture top talent within teams.
• Deep customer orientation with passion for understanding organizational needs, priorities, and value drivers.
• Data-driven approach with the ability to establish relevant performance metrics.
• Operational discipline and systems-oriented thinking across the customer lifecycle.
• Growth mindset, resilient and adaptive in rapidly evolving business contexts.
• Committed to boosting adoption and usage to maximize net dollar retention across the EMEA region.
• Curiosity and openness to leveraging AI tools to enhance work efficiency, although deep AI expertise is not mandatory.

Compensation and Policies

Notion offers competitive cash pay, equity, and benefits. The expected total on-target earnings for this position range from €187,000 to €209,000 annually, based on various factors including location, role complexity, and experience.

Equal Opportunity and Inclusion

Notion is an inclusive employer that values diverse backgrounds and is committed to non-discriminatory hiring practices. They provide reasonable accommodations during hiring and consider applicants with criminal histories in compliance with laws. Applicants requiring accommodations should notify the recruitment team.

Additional Notes on AI

Though this role does not require expert AI knowledge, employees are encouraged to embrace AI as a collaborator to enhance their work quality and efficiency.