Customer Success Strategy & Operations Manager

What You'll Achieve

• Customer Journey & Value Creation: Deisgn and optimize the end-to-end customer journey, including the milestones, success metrics, and playbooks that guide customers from onboarding through adoption, expansion, and renewal. Leveraging and AI-native approach, you will build the frameworks that translate business outcomes into scalable operational motions, establish leading indicators of customer health and risk, and partner cross-functionally to ensure the journey is continuously refined based on data.
• Strategic Partnership & Global Influence: Develop analyses that help design, set and measure strategy for global Customer Success and Customer Experience. Present optionality to leadership to inform the right big bets for annual and in-year plans. Lead through influence across GTM Leadership, BizTech, Data, Finance and more to deliver results.
• CS Segmentation, Coverage & Resource Modeling: Design, build and manage a model that guides resource allocation globally by segment. Partner with GTM and RevOps Leadership to define segment-specific coverage models and highest-impact activities across the customer lifecycle, linking to revenue outcomes. Monitor and report on segment performance.
• Operating Cadence: Develop and mature a rigorous, consistent, predictable operating rhythm — build KPI reviews that identify risks and trend and enable data-driven decisions across all levels. Generate insights about performance and drivers to guide critical decisions. Partner with RevOps, GTM Leads and BizTech to establish robust global operating processes.
• Data, Process & Tooling: Design and maintain core processes, e.g. attainment reporting, forecast vs. actuals and At Risk Account Reviews. Partner with Data and BizTech to streamline daily team operations and build AI workflows while providing leadership with comprehensive insights — leveraging tools such as Zendesk, Assembled, Gainsight, Salesforce, Tableau and Hex.

Skills You'll Need to Bring

• 5+ years working in Customer Operations and/or Strategy in a high growth SaaS model
• Strong analytical skills -- can model any operational question full cycle (develop assumptions and output)
• AI-native approach to building workflows, insights, and end-to-end systems between humans & agents
• High EQ -- works well with stakeholders, gains trust, enjoys working with people
• Senior presence -- can convey complex information to executives clearly and concisely; can resolve tradeoffs. Effective communicator across levels and audiences
• First principles problem solver -- dimensionalizes problems, demonstrates history of lateral thinking
• Hands on -- extensive experience and interest in building from scratch
• Ownership -- high ownership mentality demonstrated by developing projects of >6-12 months length
• Notion power user or desire to learn -- prior Notion experience is not required, but you have the ability and desire to become a pro
• BA / BS required

Nice to Haves

• Customer-facing experience on an account team (Onboarding, CS, Account Management, etc.)
• Experience with statistical methods, SQL, Tableau, Python and/or other advanced analytics and BI/Dashboarding
• Experience using Zendesk, Gainsight and Salesforce
• Experience using Notion
• History of promotions or progressive responsibilities at work

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.

Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in San Francisco, the estimated base salary range for this role is $205,000 - $230,000 per year.

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A Note on AIYou don’t need deep AI expertise for every role, but we do expect every Notino to be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real collaborator in their work. For some roles, AI fluency is a core requirement — when that’s the case, we'll say so explicitly in the qualifications. People who thrive here don’t treat AI as a novelty. They use it to think better, and make their work easier for others to build on.

Equal Opportunity & AccommodationsWe hire talented people from a wide range of backgrounds. If you’re excited about this role but don’t meet every bullet, we still encourage you to apply. Notion is an equal opportunity employer and does not discriminate on the basis of any legally protected characteristic. Consistent with applicable law, we will consider for employment qualified applicants with arrest and conviction records. Notion provides reasonable accommodations during the application process; if you need one, please let your recruiter know.

Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.