Customer Success Manager

Who We Are

Notion is an AI-driven collaborative workspace where teams and agents work together seamlessly. Combining knowledge management, project tracking, meetings, and AI tools in one platform, it accelerates clarity and productivity. Our users range from individuals to large enterprises.

Our employees, called Notinos, lead the charge in redefining modern work. We value craftsmanship, lasting solutions, and a human-centric approach. Our mission extends beyond launching features — we aim to set the benchmark for AI-empowered teamwork by automating busy work and improving workflows.

About the Company

Founded in 2016, we strive to enable everyone to customize software to address unique challenges. While computers are powerful, most users cannot tweak software themselves. At Notion, we focus on design and usability to change this. Major clients include OpenAI, Toyota, Figma, and others. We are rapidly growing and eager for top talent to join our diverse and creative workforce. Currently, the company requires staff to work onsite three days per week (Monday, Tuesday, Thursday).

Role Overview

• Promote growth, adoption, retention, and expansion of a beloved product used by Fortune 500 companies and everyday users alike.
• Assist customers in achieving measurable results through AI-enhanced workflows by partnering with them on workshops tailored to their objectives.
• Lead subscription renewals by effectively demonstrating value grounded in successful outcomes and workflow adoption.
• Help develop and scale the Customer Success function as an early team member.
• Gain insights from customer interactions to influence product development and future offerings.
• Enhance personal skills by tackling impactful challenges within a rapidly growing company.

Key Responsibilities

• Manage the customer lifecycle after sales including onboarding, AI workflow adoption, value delivery, and renewal for assigned accounts.
• Create and execute success plans to help customers reach their desired goals.
• Conduct AI-focused workshops to build and implement workflows addressing specific business challenges.
• Develop internal advocates and champions within the customer base.
• Conduct business reviews with senior stakeholders to communicate value achieved.
• Collaborate with Account Executives to identify and pursue expansion opportunities within existing accounts.
• Innovate Customer Success initiatives and share best practices across the organization.
• Become a product expert and relay key findings to the Product team to shape the roadmap.

Required Qualifications and Skills

• Minimum of 5 years experience in Customer Success or Account Management roles.
• Proven expertise managing the entire customer journey from adoption through renewal.
• Strong ability to uncover customer challenges and align them with tailored solutions.
• Comfort with technical subjects and willingness to learn to build and apply AI workflows effectively.
• Clear communication skills to articulate customer value to senior leaders.
• Experience creating Customer Success playbooks and process improvements.
• Strong cross-functional collaboration to creatively resolve customer issues.
• Adept at navigating ambiguity in fast-paced, foundational teams.
• Curious about and open to adopting AI tools to improve work quality and efficiency.

Preferred Qualifications

• Familiarity with using Notion within a corporate environment.
• Experience with technical products and various commercial pricing models (e.g. seat-based, usage-based).
• Prior involvement as an early or first hire at a fast-growing startup.

Company Values and Equal Opportunity

We actively seek candidates from varied backgrounds to build a workforce reflecting our wide customer base. Candidates are encouraged to apply even if some qualifications are not fully met. We embrace builders passionate about enabling widespread software customization. Notion is an equal opportunity employer committed to fair hiring practices regardless of race, gender, disability, or other protected characteristics. Accommodations are available upon request.

Work Arrangement

This position requires onsite presence in Sydney for three designated days each week: Monday, Tuesday, and Thursday.