Scaled Customer Success Manager

Scaled Customer Success Manager 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: 1. Drive growth, adoption, retention, and expansion for a product people love that solves real problems: Fortune 500 companies use Notion to run huge teams — but your friends and family can also use it to take notes, display photos, and more. 2. Help customers achieve real results through AI-powered workflows: You'll partner with customers to identify their goals, then guide them through hands-on training and working sessions to build workflows that solve their specific problems—with AI at the center. 3. Own renewal execution grounded in proven value and outcomes: As customer value becomes increasingly tied to workflow adoption and business results, lead renewals by translating demonstrated outcomes into renewal readiness. 4. Help build the foundations of Customer Success at Notion: As an early member of our Enterprise team, you'll be instrumental in helping define, refine, and scale our motion. 5. Meaningfully shape our future product: As you engage with customers, you'll gain insights to help us serve them better — and work with product to inform what we do next. 6. Elevate your skills as we tackle our most impactful challenges: We've achieved more than teams 10x our size in less time — and there's so much more to do and learn. WHAT YOU'LL ACHIEVE: - Drive Notion adoption, value delivery, and renewals for a large book of accounts. - Shape customer outcomes, strengthen partnerships, and contribute directly to predictable revenue. - Lead AI workshops to build and deploy workflows that solve specific business problems. - Partner with AEs on account strategy while owning customer activation and renewal readiness. - Innovate and iterate on Customer Success programs to retain and grow customers while mitigating churn or contraction. - Proactively identify customers who aren’t maximizing their opportunity with Notion and reach out to create an action plan to help them achieve success. - Document and share key findings/learnings with the broader Notion organization. SKILLS YOU'LL NEED TO BRING: - 3+ years of success in your current Customer Success or Account Management role - You have experience driving the end-to-end customer journey - from onboarding to renewal - Experience of managing a large volume of accounts - Ability to articulate value customers are receiving and present it effectively to senior audiences - You are comfortable with technical concepts and can develop skills required to effectively build and implement AI workflows - Ability to build Customer Success playbooks and new processes based on learnings - Ability to work cross-functionally to solve customer problems creatively - Ability to navigate ambiguity in a fast-paced and foundational team - Native level Japanese, business level English - You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results. NICE TO HAVES: - You are a power user of Notion - You have experience working with a technical product and multiple commercial models (seats, usage) - You've been a first or early hire at a fast growing start up - You have experience using Notion at a past or current company We hire talented and passionate people fro ... (truncated, view full listing at source)