Head of Customer Success, EMEA

About Notion

Notion is a collaborative AI workspace designed for teams and individuals to unite knowledge, projects, meetings, and AI tools efficiently. It aims to create a seamless environment where work becomes faster, clearer, and more integrated. Millions of users ranging from individuals to large enterprises rely on Notion for their daily operations.

Our team, known as Notinos, thrives on craftsmanship and building lasting solutions. We believe that meaningful work remains deeply human, prioritizing quality over merely launching features. Every Notino team is focused on setting advancement standards for collaborative work in the AI era, from creating business systems of record to managing AI-driven automation, thereby enabling customers to dedicate more time to essential tasks.

Role Overview

We are seeking a results-driven and customer-centric leader to oversee the customer success functions across the EMEA region. Reporting directly to the Global Head of Customer Success, you will spearhead teams responsible for maximizing customer adoption and growth with Notion's products. Your leadership will also help advocate for a connected workspace vision within the company.

Key Responsibilities

• Formulate and execute strategies that align the EMEA Customer Success division with company-wide objectives, focusing on customer adoption, retention, and expansion.
• Manage and mentor Customer Success Managers across scalable and dedicated segments throughout EMEA.
• Collaborate cross-functionally with Sales, Solutions Engineering, and Professional Services to ensure smooth customer onboarding and continual enhancement of the customer experience.
• Develop executive-level relationships with significant customers, gather their feedback, and champion their needs internally to influence product improvements.
• Implement and refine KPI and OKR frameworks to facilitate data-driven decision making, and monitor customer health metrics to proactively address risks and opportunities.
• Drive outstanding retention and growth within a high-value portfolio of clients.
• Optimize processes using customer success platforms and tools, improving team operations and efficiency.

Desired Qualifications and Skills

• Minimum of eight years in leading Customer Success or Go-To-Market operations in a fast-paced SaaS environment, with emphasis on post-sales engagement.
• Proven experience managing diverse client groups ranging from commercial to enterprise levels, while effectively working with various internal departments.
• Strong leadership capabilities, with a record of attracting, inspiring, and retaining top-tier talent.
• Deeply customer-oriented, dedicated to understanding customer organizations, priorities, and delivering value-focused solutions.
• Experienced in leveraging data to establish performance metrics and enhance operational excellence.
• Expertise in applying systematic and operational approaches across the customer lifecycle.
• A growth mindset with resilience to learn from challenges and adapt quickly in dynamic environments.
• Capability to enhance adoption and usage to maximize net dollar retention across the EMEA region.
• Curiosity and willingness to harness AI tools for smarter work processes, even without extensive AI background.

Compensation and Commitment

The company provides competitive salary packages, equity, and benefits, with total on-target earnings estimated between €187,000 and €209,000 annually. The exact compensation varies based on factors such as location, role complexity, and candidate credentials.

Company Values and Inclusivity

Notion is an equal opportunity employer committed to diversity and inclusivity across all employment practices. We encourage candidates from varied backgrounds to apply, even if not meeting every listed criterion. Accommodations are available upon request during the recruitment process.

Intellectual curiosity, especially regarding AI, is embraced across roles, supporting a culture of continuous learning and innovation.