Customer Success Strategy & Operations Manager

Notion Labs, Inc.

Job Overview

Location

San Francisco, California

Job Type

Full-time

Full Job Description

📋 Description

• Design and optimize the end-to-end customer journey across onboarding, adoption, expansion, and renewal phases, defining milestones, success metrics, and playbooks that translate business outcomes into scalable operational motions.
• Build and maintain AI-native frameworks that establish leading indicators of customer health and risk, partnering cross-functionally to continuously refine the customer experience based on data-driven insights.
• Develop, manage, and evolve global resource allocation models that guide Customer Success coverage by segment, linking team capacity and activities directly to revenue outcomes and lifecycle impact.
• Lead strategic analyses to inform annual and in-year Customer Success and Customer Experience strategy, presenting optionality and recommendations to leadership to guide high-impact business bets.
• Design and mature a rigorous, predictable operating rhythm including KPI reviews that surface risks, trends, and performance drivers to enable data-driven decisions across all organizational levels.
• Own and maintain core operational processes such as attainment reporting, forecast vs. actuals tracking, and At-Risk Account Reviews, ensuring accuracy, consistency, and alignment with GTM and RevOps teams.
• Partner with Data and BizTech teams to streamline daily operations, build AI workflows, and enhance tooling using platforms including Zendesk, Assembled, Gainsight, Salesforce, Tableau, and Hex.
• Generate actionable insights from complex datasets to guide critical decisions around customer retention, expansion, and team productivity, ensuring the Customer Success team operates with maximum efficiency and impact.
• Communicate complex operational and strategic findings clearly and concisely to executives and cross-functional stakeholders, gaining trust and alignment across GTM Leadership, Finance, BizTech, and Customer Support.
• Build processes and systems from scratch with high ownership, demonstrating a track record of delivering multi-month projects that improve operational scalability and customer outcomes.
• Serve as a first-principles thinker who dimensionalizes problems, applies lateral thinking, and prioritizes long-term system design over short-term fixes.
• Maintain deep familiarity with Notion as a product; while prior experience is not required, a strong desire to become a power user is essential to effectively support and model customer success.
• Collaborate with Sales, Marketing, Professional Services, and Customer Support to ensure seamless handoffs and alignment across the entire customer lifecycle.
• Monitor segment performance metrics and adjust coverage models dynamically to reflect changing customer needs, revenue potential, and operational capacity.
• Champion an AI-native approach to workflow design, using AI as a core collaborator to enhance insight generation, automate routine tasks, and improve decision velocity across the Customer Success organization.

🎯 Requirements

• 5+ years working in Customer Operations and/or Strategy in a high-growth SaaS model
• Strong analytical skills — ability to model operational questions end-to-end, including assumption development and output generation
• AI-native approach to building workflows, insights, and systems that integrate humans and agents
• Senior presence — ability to convey complex information clearly to executives and resolve strategic tradeoffs
• First-principles problem solver with a history of lateral thinking and building from scratch
• BA/BS degree required

🏖️ Benefits

• Competitive cash compensation ranging from $205,000 to $230,000 base salary for roles based in San Francisco
• Equity compensation
• Comprehensive benefits package
• In-office work required on Mondays, Tuesdays, and Thursdays (Anchor Days)
• Opportunity to work with cutting-edge AI tools integrated into daily workflows
• Culture that values craft, humanity, and building lasting systems over shipping features

Skills & Technologies

Python

Onsite

$205k-230k

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Notion Labs, Inc.

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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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