Global Head of Customer Success

San Francisco, California; New York, New York;

About Us:

We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.

We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.

Notion is an in person company, and currently requires its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day).

About The Role:

We are looking for a customer focused and results-oriented leader to take the role of Global Head of Customer Success. In this role you will report to the Global Head of Sales and lead a globally distributed, experienced team that helps our customers get the most out of their Notion products through effective adoption and expansion. You will evangelize Notion’s vision to build the connected workspace.

What You'll Achieve:

• Develop and implement strategies to align the Customer Success organization to company goals and objectives, especially pertaining to churn, retention, growth, and adoption
• Manage and develop a global customer success team, balancing consistent standards of excellence while recognizing and supporting regional nuance
• Build alliances across teams to improve processes and drive the company's value proposition, enhancing customer conversations and ensuring cohesive engagement
• Meet regularly with enterprise customers and leaders to develop and execute tailored success strategies to drive adoption and engagement
• Customer Health Monitoring: Monitor and analyze customer health metrics to identify risks and opportunities for proactive intervention
• Gather customer feedback to drive product improvements and advocate for customers within the company
• Customer Success Technology: Utilizing customer success management platforms and tools to streamline processes and improve efficiency

Skills You'll Need to Bring:

• You have 10+ years experience leading go-to-market functions within a fast-growing SaaS environment with a focus on post-sales motions
• You have a track record in delivering customer and business outcomes in an innovative way
• You have managed global teams and a diverse customer base (SMB through to Enterprise; across markets and cultures)
• You are customer-centric at your core and are a champion for customers; are passionate about understanding your customers' organizations, business priorities, and sources of value
• You are data-driven and can set the right performance indicators for your organization
• You bring operational rigor and systems thinking across the customer lifecycle
• You are a powerhouse of a leader who effortlessly draws in, inspires, nurtures, and holds onto top talent.
• You're a pro at nurturing and expanding teams worldwide, mastering the needs of diverse markets and customer needs.
• You're ready to dive headfirst into supercharging adoption and usage to ensure that net dollar retention skyrockets

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 $300,000 - $355,000 per year.

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