Manager, Scaled Customer Success

SupportFinity™; San Francisco (CA); On-site; USD 190,000 - 225,000; Full time

Job summary

SupportFinity™ is seeking a Scale Customer Success Leader in San Francisco to boost team performance and drive customer value. You will lead a high-performing CS team, implementing effective strategies to enhance customer satisfaction and operational excellence.

The ideal candidate has over 3 years of experience in customer success leadership, strong communication skills, and a curiosity for AI tools. SupportFinity™ offers a competitive salary range of $190,000–$225,000 along with outstanding benefits.

Qualifications

• Experience with early-stage startups is a plus.
• Comfortable with the ambiguity and pace of iteration in a startup.
• Curiosity for AI tools and willingness to adopt them.

Responsibilities

• Increase team performance on adoption, retention, and customer value.
• Recruit, train, and mentor a high-performing Customer Success team.
• Build and refine a consistent KPI/OKR system for decision making.
• Collaborate with Sales and Solutions Engineering teams.
• Create educational materials and resources for customers.
• Serve as key escalation point for high-stakes customer issues.

Skills

3+ years as a direct CS leader or manager

Strong leadership skills

Effective communicator

Growth mindset

High ownership mentality

Tools

Gainsight

Job description

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 and iterating on our CS motions, providing customer feedback to help share our roadmap, driving increased adoption, owning ongoing value delivery, 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 MidMarket 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 seamless 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

• 3+ years as a direct CS leader or manager
• Ability to convey complex information to executives clearly and concisely and resolve trade‑offs
• Effective communicator across levels and audiences
• Strong leadership skills with a focus on empowerment, positive mindsets, collaboration, and the 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
• A curiosity for AI tools and willingness to adopt them to work smarter and deliver better results

Nice To Haves

• Experience as a first or early hire at a fast‑growing startup
• Strong technical chops
• Experience using Notion
• Built new CS playbooks or processes
• Experience using Gainsight
• Experienced in hiring and training talent at scale

Equal Opportunity Employer

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 range for total on‑target earnings (including base salary and on‑target incentive pay) for this role is $190,000–$225,000 per year.