Manager, Enterprise Customer Success, AMER

Screendesk; San Francisco (CA); On-site; USD 225,000 - 275,000; Full time

Job summary

Notion is seeking an Enterprise Customer Success Leader to join the GTM team. You will define CS motions, drive adoption, retention, and expansion, and own strategy for your segment in a fast-growing, data-driven environment.

Lead a diverse CS team, build KPI/OKR systems, collaborate with Sales and Solutions Engineering to onboard customers, and translate feedback into product enhancements. This role requires seniority, strategic thinking, and a passion for scalable customer outcomes.

Qualifications

• 5+ years as a direct CS leader or manager for Enterprise customers.
• Ability to communicate complex information to executives clearly and concisely.
• Excellent communication across levels and audiences.
• Strong leadership with empowerment, collaboration, and coaching of direct reports.
• Growth mindset and comfort with early-stage startup pace.

Responsibilities

• Define and iterate CS motions and strategy for the team.
• Recruit, train, and mentor a high-performing CS team.
• Build KPI/OKR system for data-driven decisions and scalable processes.
• Partner with Sales and Solutions Engineering for onboarding and journeys.
• Create enablement materials and success plans to drive platform value.
• Escalate and resolve high-stakes customer issues to protect outcomes and growth.

Skills

Enterprise CS leadership

Executive communication

Team leadership

Ownership mindset

Cross-functional collaboration

Tools

Gainsight

Notion

Job description

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 and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in-office workdays.

About The Role:

We are looking for a proven Enterprise Customer Success (CS) Leader with a strategic and entrepreneurial spirit to join the GTM Team. As the Enterprise 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:

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.

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.

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.

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.

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.

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:

5+ years as a direct CS leader or manager, focused on Enterprise customers

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 the building stage of a nascent team

Nice to Haves:

You have experience using Notion

You've built new CS playbooks or processes

Experience using Gainsight

Experienced in hiring and training talent at scale

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 or New York City, the estimated range for total on target earnings (including base salary and on target incentive pay) for this role is $225,000 - $275,000 per year.