Customer Success Strategy & Operations Manager, Notion

• We are looking for someone who is customer-centric, a first-principles thinker, process-oriented, has strong analytical skills, and is effective at building cross-functional partnerships
• 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
• 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

Desirable

• In your role as CS Operations Lead , you will support the Customer Success team to accelerate customer value, revenue and team productivity, and think holistically about CS collaboration across the customer journey in conjunction with Sales, Marketing, Customer Support, and Professional Services
• CS is responsible for ensuring customers realize value with Notion. CSMs engage with customers across onboarding, adoption, retention and growth phases of the customer journey
• In this position, you will be at the core of helping CS define, forecast, and achieve their goals, ultimately ensuring our customers realize value, retain and grow
• N practice, you will design and implement the customer journey, oversee our core capacity and forecast models, lead analyses that help us understand the “why” behind performance, and guide what we can do to improve
• And you will own and innovate our operating rhythm to ensure we are staying ahead of the curve and improving outcomes systematically
• Ultimately, your work will help our business run smoothly today — and make the right big bets for tomorrow
• This person should be excited to dive into analyses, modeling and process improvement — as well as have a high sense of ownership, track record of building from scratch and ability to communicate across levels and audiences to get things done
• 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