Customer Success Strategy & Operations Lead, Notion

• We are looking for someone who brings subject matter expertise in Customer Success and is able to lead and execute in a cross-functional nature across levels and time zones — partnering with cross-functional stakeholders in CS, Sales, Services, Finance, RevOps, BizTech and more
• This is a great opportunity for someone who is passionate about building and accelerating results at a critical inflection point for the business
• Expertise in Customer Success, Go-to-Market Strategy & Operations, consulting, or similar proven experience in a scale-up environment
• Experience building and scaling stages of go-to-market maturity; Strong ability to diagnose, sequence and prioritize efforts for highest-ROI outcomes
• Strong analytical and modeling skills
• Excellent at leading through influence, including with executives
• Proven results deploying strategies to drive outcomes in high-impact organizations

Desirable

• As Customer Success Strategy & Operations Lead, you will support the global Customer Success (CS) team and ensure our customers realize value with Notion
• Our Customer Success team partners closely with Sales, Services and Support to ensure our Sales-Assisted customers are successfully onboarded, adopt, and ultimately realize value with Notion across their entire lifecycle with us
• In your role as CS Strategy & Ops Lead, you will both operate as a strategic advisor to the CS and Sales Leadership team as well as roll up your sleeves to execute on the core needs of the business
• This means you will flex across visioning and strategy, program management and execution, through to operational efforts such as target-setting and headcount planning
• Operate as a trusted advisor to Customer Success and Sales Leadership teams
• Own and continue to mature CS KPIs, Targets and Incentives programs
• Own and continue to mature CS’s operational rigor (e.g. Operating Cadence, Reporting, Forecasting)
• Strategize and develop core best practices, leading indicators and early warning signals, playbooks, systems and measurement strategies to support and scale execution
• Lead analysis to understand the drivers behind performance, and strategies to improve
• Support the evolution of our CS strategy, including segmentation and ratio-based modeling
• Proactively identify opportunities to improve usage, revenue (Retention & Growth) and efficiency gains
• Program manage key initiatives for CS, working across functions, time zones and audiences
• Support key CS-led initiatives such as Digital and Pooled (At-Scale) strategy & programming
• Guide FY Planning & Strategy development, including headcount and investments strategy
• Drive CS’s technical innovation roadmap with cross-functional partners in BizTech & Data
• Lead through influence across levels, teams and time zones to get big things done with key partners such as Finance, Sales, Services, BizTech, Data, Deal Desk and more