Scaled Customer Success Manager, Notion

• 3+ years of experience in a Customer Success or Account Management role at a fast-growing software company
• Fluency in German
• Experience driving the end-to-end customer journey — from onboarding and adoption through to renewal
• Proven track record of managing a large volume of accounts with strong commercial outcomes
• Ability to articulate the value customers are receiving and present it effectively to business stakeholders
• Comfort with technical concepts and the ability to develop skills required to build and implement AI workflows
• Strong discovery skills to uncover customer challenges and connect them to tailored, scalable solutions
• Experience designing programmatic engagement motions and at-scale outreach campaigns
• Strong intrinsic motivation to be a top performer and contribute to a team
• You have a growth mindset and thrive in the building stage of a nascent team
• You're highly adaptable, easily acclimating to a rapidly changing business and industry
• 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
• 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

Desirable

• Drive AI adoption, value delivery, and renewals at scale for a product people love: 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
• Help customers achieve real results through AI-powered workflows: You'll partner with customers to identify their goals, then guide them through scalable training and working sessions to build workflows that solve their specific problems — with AI at the center
• 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 — even across a large, diverse book of business
• Help build the foundations of Customer Success at Notion: As a key member of our Scaled CS team, you'll be instrumental in defining, refining, and scaling our commercial motion across a high-volume portfolio
• 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
• 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
• Manage a large portfolio of commercial accounts, driving adoption, retention, and expansion at scale
• Drive AI adoption and value delivery through scalable programs, digital outreach campaigns, and at-scale workshop delivery
• Own renewal execution across your book — qualifying renewal readiness, identifying risk early, and translating customer outcomes into commercial conversations
• Identify and qualify expansion opportunities within existing accounts, partnering with AEs on growth strategy while owning customer activation
• Design and run at-scale outreach campaigns to key points of contact to assist with Notion adoption and workflow maturity
• Co-build lightweight customer success plans to help customers achieve desired objectives, with a focus on measurable outcomes
• Learn our product inside and out — including AI capabilities and usage-based pricing — and help your customers drive business outcomes
• Innovate and iterate on Scaled CS programs to retain and grow customers while mitigating churn or contraction
• Document and share key findings and learnings with the broader Notion organisation