Job Overview
Location
New York, New York
Job Type
Full-time
Category
Customer Success
Date Posted
June 16, 2026
Full Job Description
đź“‹ Description
- • The Customer Experience Strategy & Operations Lead at Notion is responsible for designing and executing the customer support strategy to ensure an exceptional customer experience at scale, serving as a strategic partner to CX Leadership.
- • Day to day, the role involves owning the execution of customer support strategy, identifying and implementing operating frameworks to streamline operations, refining and tracking key performance metrics (CSAT, FRT, Churn, Usage metrics), building forecasting and analytics processes, managing tech stack enhancements (Zendesk, Gainsight, Decagon), influencing cross-functional CX programs, automating customer journey touchpoints, introducing financial performance metrics, aligning with GTM and Company strategy, setting annual and semi-annual plans (headcount, opex, OKRs), and serving as a trusted advisor to the Head of CX and CX Leadership team.
- • Notion is a collaborative AI workspace where teams and agents think together, building one place for knowledge, projects, meetings, and AI tools to live side by side, enabling faster, clearer, and less fragmented work for millions of individuals, small teams, and large companies.
- • In this role, the person will learn to scale customer support operations in a high-growth AI-driven environment, develop data-driven CX strategies, leverage AI to improve efficiency and outcomes, lead cross-functional initiatives, and gain exposure to executive-level decision-making while shaping the standard for how humans work together in the AI era.
🎯 Requirements
- • 8+ years of experience in customer support and success strategy and operations
- • 3+ years of people leadership experience
- • Strong project management skills with ability to manage multiple projects simultaneously in a fast-paced, high-growth environment
- • Excellent communication and interpersonal skills, including ability to communicate across levels and audiences from technical ICs to C-Suite and/or Board
- • Strong analytical skills with ability to analyze data and make data-driven syntheses, diagnose and scope problems, inform and gain buy-in to recommendations, and track success
- • AI-first approach — experience implementing digital and/or scaled programs to increase efficiency while improving customer outcomes
🏖️ Benefits
- • Highly competitive cash compensation
- • Equity
- • Comprehensive benefits package
- • Estimated base salary range of $230,000 - $270,000 per year for roles based in San Francisco or New York City
- • Opportunity to work at an equal opportunity employer committed to reasonable accommodations and inclusive hiring practices
- • Exposure to AI as a collaborator in work, with expectation of intellectual curiosity and tinkering with AI tools
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Notion Labs, Inc.
Notion Labs, Inc. develops a unified workspace platform that combines documents, databases, kanban boards, calendars, and wikis. Headquartered in San Francisco, the company offers collaborative tools for teams and individuals to plan, write, organize, and share knowledge. The software integrates with third-party services and supports real-time editing, templates, and permissions management. Founded in 2013, it serves global users across education, technology, and enterprise sectors, aiming to replace fragmented productivity apps with a single, modular environment.
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