Manager, Scaled Customer Success

Manager, Scaled Customer Success ABOUT US: Notion helps you build beautiful tools for your life’s work. In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work. Millions of users, from individuals to large organizations like Toyota, Figma, and OpenAI, love Notion for its flexibility and choose it because it helps them save time and money. In-person collaboration is essential to Notion's culture. We require all team members to work from our offices on Mondays, Tuesdays and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in-office workdays. ABOUT THE ROLE: We are looking for a motivated Scale Customer Success (CS) Leader with an entrepreneurial and building spirit to join the GTM Team. As a Scale CS Leader, you will play an important role defining/iterating on our CS motions, providing customer feedback to help share our roadmap, driving increased adoption, owning ongoing value delivery, and and generating expansion revenue to grow our business. You will own the strategy and execution of your team’s segment. WHAT YOU’LL ACHIEVE 1. Increase Team Performance on Adoption, Retention, and Customer Value: Your role centers on upleveling the team to boost product adoption, retention, customer value, and satisfaction through effective retention strategies and churn prevention in the Mi-dMarket segment. You'll implement initiatives that align with customer goals to deliver both immediate and long-term success. 2. Team Leadership and Development: As a leader, you'll recruit, train, and mentor a high-performing Customer Success team that embodies our core values and operational goals. Through clear expectations and thoughtful coaching, you'll help team members unlock their potential and foster a culture of excellence in customer interactions. You'll also drive foundational growth by addressing key challenges, enhancing team capabilities, and building a world-class CS function. 3. Data-Driven Insights and Operational Excellence: You will build and refine a consistent KPI/OKR system that enables data-driven decisions to identify risks, trends, and opportunities. Your work will establish scalable processes, tools, and metrics to create operational excellence across all customer success initiatives. 4. Cross-Functional Collaboration and Partnerships: You will partner with Sales and Solutions Engineering teams to ensure smooth customer onboarding and continuously refine the customer journey to drive long-term success. You will also bridge the gap between customers and internal teams by channeling feedback into product development, ensuring continuous improvement of the platform. 5. Resource and Enablement Development: You and your team will create and deliver educational materials, resources, and success plans to help customers reach their goals. Through scalable enablement strategies, you'll guide customers to maximize platform value and boost satisfaction. Your resources will ensure reliable, exceptional customer outcomes across the board. 6. Critical Issue Resolution and Strategic Impact: You will serve as the key escalation point for high-stakes customer issues, guiding your team to resolve complex challenges swiftly and effectively. Your leadership will both ensure exceptional customer support and drive the company's long-term growth. SKILLS YOU'LL NEED TO BRING: - 3+ years as a direct CS leader or manager - Can convey complex information to executives clearly and concisely and resolve tradeoffs - Effective communicator across levels and audiences - Strong leadership skills with a focus on empowerment, positive-mindsets, collaboration and ability to inspire a team of direct reports - High ownership mentality - Comfortable with the ambiguity and pace of iteration of an early-stage startup - Growth mindset and thrive in t ... (truncated, view full listing at source)