Head of Customer Success - EMEA

About Us

Notion is a collaborative AI workspace designed to unify knowledge, projects, meetings, and AI tools into a single platform, streamlining work for individuals, small teams, and large organizations. Our team, termed Notinos, embody the vision of transforming how people work together in the AI era by creating durable and meaningful solutions that emphasize the human element in work.

Role Overview

As the Head of Customer Success for the EMEA region, you will lead and inspire a team dedicated to helping customers maximize their engagement with Notion. Reporting to the Global Head of Customer Success, you will drive strategies across adoption, retention, and expansion while advocating for customer success and seamless collaboration across internal departments.

Key Responsibilities

• Formulate and execute strategies aligning the EMEA customer success team with company-wide priorities to boost adoption, retention, and growth.
• Lead, mentor, and grow a diverse team of Customer Success Managers within both scaled and dedicated frameworks.
• Collaborate closely with Sales, Solutions Engineering, and Professional Services teams to ensure smooth onboarding processes and high-impact customer service.
• Manage and nurture executive relationships with significant customers, leveraging feedback to guide product enhancements and championing EMEA client interests internally.
• Establish and maintain rigorous KPI and OKR systems to guide data-driven decision-making and monitor customer health to anticipate and address potential challenges.
• Drive exemplary retention and account expansion for a high-value portfolio.
• Enhance operational efficiency by optimizing customer success platforms and processes.

Required Skills and Qualifications

• At least 8 years of leadership experience in Customer Success or go-to-market roles within fast-paced SaaS environments, with strong emphasis on post-sales engagement.
• Demonstrated capability in managing diverse customer segments spanning Commercial to Enterprise.
• Proven leadership skills in attracting, developing, and retaining top-tier talent.
• Strong customer-centric approach, deeply understanding client organizations and their priorities to deliver value.
• Proficiency in data-driven management with the ability to define and monitor appropriate performance metrics.
• Excellent operational discipline and a systems-thinking approach across the customer lifecycle.
• An adaptable mindset with a commitment to continuous learning and growth, viewing challenges as opportunities.
• Ability to thrive in dynamic, evolving business environments while driving adoption and usage outcomes for optimal net-dollar retention.
• Curiosity about AI and willingness to integrate AI tools to enhance work efficiency, though deep AI expertise is not required.

Compensation and Commitment

This position offers a competitive salary with total on-target earnings estimated between €187,000 and €209,000 annually, inclusive of base and incentive pay. Compensation varies depending on location, scope, and candidate experience. The company is committed to equal employment opportunity and provides reasonable accommodation for candidates with disabilities throughout the hiring process.

Equal Opportunity Employer Statement

Notion is dedicated to fostering a diverse workforce and welcomes candidates from varied backgrounds, encouraging applications even if all qualifications are not met. The company prohibits discrimination on legally protected grounds and considers qualified individuals with criminal histories in compliance with applicable laws.

Additional Notes on AI

While deep expertise in AI is not mandatory for this role, all team members are encouraged to approach AI with curiosity and eagerness to leverage it as a collaborative tool to improve work outcomes.