Manager, Scaled Customer Success

📋 Description

• • As a Manager for Scaled Customer Success at Notion Labs, Inc., you will be at the forefront of defining and refining our customer success strategies, playing a pivotal role in shaping how we engage with and support our growing customer base. This position is ideal for an entrepreneurial leader with a passion for building and scaling impactful customer-facing functions within a dynamic, fast-paced environment.
• • Your primary objective will be to drive significant improvements in customer adoption, retention, and overall value realization. You will lead a team focused on the Mid-Market segment, implementing innovative retention strategies and proactive churn prevention measures to ensure our customers achieve their desired outcomes and derive maximum benefit from Notion.
• • A core responsibility will be the leadership and development of your Customer Success team. This involves recruiting top talent, providing comprehensive training, and offering ongoing mentorship to foster a high-performing team that embodies Notion's core values and operational excellence. You will set clear expectations, provide constructive coaching, and cultivate an environment where team members can grow their potential and contribute to a culture of exceptional customer engagement.
• • You will be instrumental in building foundational growth for the Customer Success function by identifying and addressing key challenges, enhancing team capabilities, and establishing Notion's CS department as a world-class operation. This includes developing and refining a robust KPI/OKR system to enable data-driven decision-making, allowing for the early identification of risks, emerging trends, and strategic opportunities.
• • Operational excellence will be a key focus, as you establish scalable processes, implement effective tools, and define critical metrics to ensure consistency and efficiency across all customer success initiatives. This data-centric approach will empower your team to proactively manage customer health and drive predictable outcomes.
• • Cross-functional collaboration will be essential. You will work closely with Sales and Solutions Engineering teams to ensure a seamless and positive customer onboarding experience. Furthermore, you will continuously refine the overall customer journey, identifying touchpoints for improvement and ensuring that every interaction contributes to long-term customer success and loyalty.
• • You will act as a crucial bridge between our customers and internal product and engineering teams. By effectively channeling customer feedback, insights, and pain points, you will directly influence Notion's product roadmap and contribute to the continuous improvement and evolution of the platform, ensuring it meets the evolving needs of our user base.
• • Developing and delivering comprehensive resources and enablement materials will be a key part of your team's mandate. This includes creating educational content, best-practice guides, and tailored success plans designed to empower customers to achieve their specific goals. Through scalable enablement strategies, you will guide customers to maximize their utilization of the Notion platform, thereby boosting satisfaction and fostering deeper engagement.
• • Your team's resources will be critical in ensuring reliable and exceptional customer outcomes, solidifying Notion's reputation for outstanding support and value delivery.
• • As a leader, you will also serve as the primary escalation point for high-stakes customer issues. You will guide your team through the swift and effective resolution of complex challenges, demonstrating strong problem-solving skills and a commitment to customer satisfaction even in critical situations.
• • Your leadership in issue resolution will not only ensure exceptional customer experiences but also contribute directly to the company's long-term growth and reputation.
• • Embracing the iterative and often ambiguous nature of an early-stage startup, you will bring a growth mindset and a proactive approach to building and scaling a nascent team. You will be comfortable navigating change and driving initiatives forward in a fast-paced environment.
• • While not requiring deep AI expertise, a curiosity and willingness to adopt AI tools to enhance efficiency and improve results will be highly valued, reflecting Notion's commitment to leveraging cutting-edge technology.
• • This role offers a unique opportunity to make a significant impact on Notion's growth trajectory by building and scaling a critical customer-facing function, ensuring our customers achieve their highest potential with our product.