Job Overview
Location
Tokyo, Japan
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 28, 2026
Full Job Description
đź“‹ Description
- • As the Head of Customer Success for the APAC region at Notion, you will be instrumental in shaping and executing our customer success strategy, ensuring our users derive maximum value from our innovative workspace solution. Reporting directly to the Global Head of Customer Success, you will lead and empower a substantial team of over 25 Customer Success Managers (CSMs) across both Scaled and Dedicated customer segments throughout the APAC territory.
- • Your primary objective will be to drive customer adoption, retention, and expansion, directly contributing to Notion's growth and market leadership in this dynamic region. This role demands a strategic thinker with a proven track record in building and scaling customer success functions within fast-paced SaaS environments.
- • You will be responsible for developing and implementing comprehensive strategies that align the APAC Customer Success organization with Notion's overarching company objectives. This includes setting clear goals and KPIs focused on increasing product adoption, minimizing churn, and identifying opportunities for customer expansion.
- • A core aspect of your role will involve nurturing and developing your team of CSMs. You will foster a high-performance culture, providing mentorship, coaching, and professional development opportunities to attract, inspire, and retain top talent. Your leadership will be crucial in building a cohesive and motivated team capable of delivering exceptional customer experiences.
- • Collaboration is key to success at Notion. You will forge strong partnerships with Sales, Solutions Engineering, and Professional Services teams. This cross-functional synergy will ensure a seamless customer onboarding experience, facilitate the delivery of high-value solutions, and continuously refine the customer journey to foster long-term loyalty and success.
- • You will act as a champion for our APAC customers, cultivating strong executive relationships with key accounts. By actively gathering customer feedback, you will play a vital role in informing product development and advocating for the unique needs and priorities of our APAC user base within the company.
- • Driving operational excellence will be a continuous focus. You will build, refine, and maintain a robust KPI/OKR system to enable data-driven decision-making across the team. Proactive monitoring of customer health metrics will be essential to identify potential risks and capitalize on opportunities for engagement and growth.
- • Your efforts will directly impact Notion's business performance by driving best-in-class retention rates and expansion revenue across a multi-million dollar book of business. This requires a deep understanding of customer value realization and the ability to translate customer success into tangible business outcomes.
- • You will leverage customer success management platforms and other tools to streamline processes, enhance team efficiency, and ensure scalable operations. Optimizing workflows and implementing best practices will be critical to supporting our growing customer base.
- • This role requires a leader who is deeply customer-centric, understanding that their success is Notion's success. You will be passionate about understanding customer organizations, their business priorities, and how Notion can be a critical enabler of their goals.
- • You will bring a growth mindset to the role, viewing challenges and setbacks as opportunities for learning and improvement. Adaptability and resilience are paramount in a rapidly evolving business landscape, and you will thrive in such an environment.
- • While not requiring deep AI expertise, a strong curiosity and willingness to embrace and adopt AI tools to enhance productivity and service delivery will be highly valued, reflecting Notion's commitment to innovation.
- • Ultimately, you will be responsible for driving product adoption and usage across the APAC region to maximize Net Dollar Retention, ensuring Notion continues to be the indispensable connected workspace for businesses of all sizes.
- • Notion's culture emphasizes in-person collaboration, with designated Anchor Days (Mondays, Tuesdays, and Thursdays) for all team members to work from the office. Certain teams or positions may require additional in-office workdays, fostering a connected and collaborative work environment.
🎯 Requirements
- • 8+ years of experience leading Customer Success or Go-To-Market (GTM) functions within a fast-growing SaaS environment, with a significant focus on post-sales customer engagement and value realization.
- • Proven experience managing diverse customer segments, ranging from Commercial to Enterprise, and a demonstrated ability to collaborate effectively with a wide array of internal stakeholders across different departments.
- • Exceptional leadership capabilities, with a track record of attracting, inspiring, developing, and retaining top-tier talent within customer-facing teams.
- • Deeply customer-centric mindset, with a passion for understanding customer organizations, their business priorities, and identifying their key sources of value and success.
- • Strong analytical and data-driven approach, with the ability to define, track, and interpret key performance indicators (KPIs) and objectives and key results (OKRs) to guide strategic decisions and measure organizational performance.
- • Demonstrated operational rigor and systems thinking applied across the entire customer lifecycle, from onboarding to renewal and expansion.
- • Adaptability and a growth mindset, with the ability to thrive in a rapidly changing and dynamic business environment, viewing challenges as opportunities for learning and improvement.
🏖️ Benefits
- • Competitive salary and equity package.
- • Comprehensive health, dental, and vision insurance.
- • Generous paid time off and holidays.
- • Opportunities for professional development and continuous learning.
- • A collaborative and inclusive work environment with a focus on employee growth and well-being.
- • The chance to work with a leading product in the productivity and collaboration space, impacting millions of users globally.
Skills & Technologies
Onsite
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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