Head of Customer Success, EMEA

About the Company

Notion is a collaborative AI workspace designed for teams and agents to seamlessly integrate knowledge, projects, meetings, and AI tools in one place, fostering faster, clearer, and more cohesive work. Millions of users, from individuals to large enterprises, rely on Notion to manage their work efficiently.

At Notion, employees, known as Notinos, lead the way in transforming the future of work through dedication to craftsmanship and a human-centric approach. Their mission is not merely to launch new features but to set the gold standard for teamwork in the AI era, enabling businesses to automate tedious tasks and focus on meaningful work.

Role Overview

We are seeking a strategic, customer-oriented leader to manage the Customer Success function across the EMEA region. Reporting directly to the Global Head of Customer Success, this role entails leading seasoned teams dedicated to maximizing customer adoption and growth of Notion products while advocating the vision of a unified workspace.

Key Responsibilities

• Develop and execute strategies that align the EMEA Customer Success teams with overall company objectives, particularly focusing on adoption, retention, and growth.
• Lead and nurture a team of Customer Success Managers across different customer segments within EMEA.
• Collaborate extensively with Sales, Solutions Engineering, and Professional Services to ensure smooth onboarding and continuous value delivery, enhancing the customer experience.
• Foster executive-level relationships with key clients, collect customer insights to drive product enhancements, and represent EMEA customer interests internally.
• Establish and refine KPI and OKR frameworks to enable data-driven decision-making and monitor customer health to proactively address risks or opportunities.
• Achieve outstanding retention and expansion results for a substantial multi-million euro portfolio.
• Streamline processes through effective use of customer success management tools and platforms to boost team productivity.

Required Experience and Skills

• Over 8 years of leadership experience in Customer Success or go-to-market roles within rapidly growing SaaS companies, emphasizing post-sales engagement.
• Proven ability managing various customer groups, from commercial to enterprise-scale clients, collaborating across numerous internal functions.
• Strong leadership qualities with a track record of attracting, inspiring, fostering growth, and retaining top talent.
• Deeply customer-centric mindset with a passion for understanding client organizations, goals, and pathways to value creation.
• Data-driven with capability to design meaningful performance metrics and operational processes across the customer lifecycle.
• Demonstrated operational discipline and strategic systems thinking.
• Growth-oriented attitude, treating challenges as opportunities to learn and improve.
• Adaptable and thrives in dynamic business environments.
• Driven to promote product adoption and maximize net dollar retention throughout EMEA.
• An inquisitive approach to AI, willing to engage with AI tools to enhance efficiency, though deep AI expertise is not mandatory.

Compensation and Additional Information

This position offers a competitive cash salary, equity options, and benefits. The overall target compensation is projected between 187,000 and 209,000 euros annually, influenced by factors like location, role complexities, and individual qualifications.

Equal Opportunity, Diversity, and Inclusion

We value diversity and encourage applications from candidates of various backgrounds, even if all listed requirements are not fully met. The company is an equal opportunity employer with no discrimination based on legally protected characteristics. Consistent with laws, consideration is given to qualified applicants with criminal histories, and reasonable accommodations are available during the application process upon request.

AI Adoption Culture

While advanced AI expertise is not essential for every role, Notion embraces an intellectual curiosity towards AI as a collaborative tool to improve work quality and efficiency. Employees are encouraged to integrate AI thoughtfully into their workflows.