Head of Customer Success, EMEA

Company Overview

Notion is an innovative AI-powered collaborative workspace that integrates knowledge, projects, meetings, and AI tools into a unified platform to enhance team productivity. Millions of users worldwide rely on Notion to optimize their workflows. The team, known as Notinos, is dedicated to creating enduring solutions that emphasize human-centric work in the evolving AI landscape.

Role Summary

This leadership role requires oversight of the Customer Success operations throughout the EMEA region. Reporting to the Global Head of Customer Success, the position involves directing experienced teams to maximize client adoption and growth with Notion’s platform. Additionally, the candidate will act as a key advocate for customers and advance Notion's vision of a connected workspace.

Key Responsibilities

• Craft and execute strategies aligning EMEA Customer Success with company objectives in adoption, retention, and expansion.
• Guide and develop teams of Customer Success Managers across scalable and dedicated customer segments.
• Collaborate closely with Sales, Solutions Engineering, and Professional Services to ensure smooth onboarding and continual enhanced customer experiences.
• Maintain executive-level relationships with key clients, gather feedback to inform product development, and represent EMEA customer interests internally.
• Establish robust KPI and OKR frameworks to facilitate data-driven decision-making and monitor customer health for risk and opportunity management.
• Drive superior customer retention and revenue expansion across a multimillion-euro portfolio.
• Optimize processes through effective use of customer success platforms to improve team efficiency.

Desired Skills and Qualifications

• At least 8 years’ experience in senior Customer Success or go-to-market leadership within fast-paced SaaS businesses, focusing on post-sales activities.
• Proven track record managing diverse customer bases from commercial to enterprise levels, with extensive cross-functional collaboration.
• Strong leadership capabilities to attract, motivate, and retain high-performing teams.
• Deeply customer-oriented with a passion for understanding clients’ organizational priorities and value drivers.
• Data-savvy with the ability to define and track appropriate performance metrics.
• Demonstrated operational discipline and strategic systems thinking throughout the customer lifecycle.
• Growth-focused mindset that embraces challenges as opportunities for improvement.
• Highly adaptable to dynamic business conditions and committed to increasing adoption and net dollar retention across the EMEA market.
• Open and curious approach to leveraging AI tools to enhance work efficiency, though AI expertise is not mandatory.

Compensation and Employment Practices

The company offers competitive cash salary, equity awards, and benefits. Total on-target earnings range from approximately €187,000 to €209,000 annually, subject to factors like location, role scope, and candidate experience. Notion is an equal opportunity employer committed to inclusion and provides reasonable accommodations during recruitment. The company encourages diverse applicants, including those with criminal histories or disabilities, to apply.

Additional Notes on AI and Inclusivity

While AI expertise is not strictly required, Notion values curiosity and collaborative use of AI across roles. The company’s hiring policies do not discriminate against legally protected characteristics and they strive to ensure accessible applicant experiences.