Customer Success Manager

Overview

Notion is a collaborative AI-driven workspace designed to unify knowledge, projects, meetings, and AI tools into a seamless environment to enhance team productivity. Trusted by millions ranging from individuals to large enterprises like OpenAI and Toyota, Notion is committed to revolutionizing the future of work by delivering software that enables customization for any challenge.

Our team, Notinos, are focused on crafting lasting solutions that prioritize human collaboration in the AI era. We operate in-person with mandatory office presence on Mondays, Tuesdays, and Thursdays in Sydney.

Role Summary

As a Customer Success Manager, you will propel growth, adoption, and renewal for a product that serves a wide user base—from Fortune 500 companies to everyday users. Your mission includes partnering with customers to design AI-powered workflows that address their unique business challenges through interactive workshops, driving seamless renewals linked to proven outcomes, and contributing to the establishment and expansion of our Customer Success function.

Responsibilities

• Manage post-sale customer lifecycle encompassing onboarding, AI adoption, value realization, and contract renewals for a dedicated portfolio of named accounts.
• Craft and implement success plans aligned with customers' business goals.
• Lead interactive AI workshop sessions to build tailored workflows addressing specific operational problems.
• Cultivate Notion advocates and champions within existing accounts.
• Conduct strategic business reviews with senior stakeholders to articulate delivered value.
• Collaborate with Account Executives to identify growth and expansion avenues in existing customer accounts.
• Innovate and evolve Customer Success programs, sharing knowledge and best practices across the organization.
• Deeply understand the product and relay customer insights to influence product roadmap development.

Required Qualifications

• Minimum of five years' expertise in Customer Success or Account Management with proven ability to oversee the entire customer journey from adoption to contract renewal.
• Strong consultative discovery skills to diagnose customer pain points and provide customized solutions.
• Comfortable with technical topics and motivated to acquire skills necessary to develop and implement AI workflows effectively.
• Effective communication skills to demonstrate customer value propositions convincingly to senior leadership.
• Experience creating Customer Success methodologies and process documents based on practical learnings.
• Proven ability to collaborate cross-functionally to resolve complex customer issues creatively.
• Ability to thrive in ambiguous, fast-evolving environments with foundational team settings.
• Enthusiastic about integrating AI tools into work processes to enhance outcomes, without requiring expert-level AI knowledge.

Preferred Experience

• Prior familiarity with Notion platform.
• Experience with technical products and diverse business models such as user seats and usage-based pricing.
• Background as an early employee at a rapidly scaling startup.

Additional Information and Equal Opportunity Commitment

We highly value diversity and encourage applications from candidates who may not meet every listed criterion but possess a builder's mindset aligned with our values and mission. Notion is an equal opportunity employer committed to providing an inclusive workplace free from discrimination and offering reasonable accommodations throughout the hiring process.

Applicants with criminal histories are considered according to applicable laws. Assistance for applicants with disabilities is available upon request during recruitment.

Notice on AI Usage

While deep AI expertise is not mandatory for every role, Notion expects employees to be curious, innovative, and proficient in leveraging AI as a collaborative tool to improve their work and that of their teammates.