Mid-Market Customer Success Manager, Notion

• 3+ years as a direct CS leader or manager
• Can convey complex information to executives clearly and concisely and resolve tradeoffs
• Effective communicator across levels and audiences
• Strong leadership skills with a focus on empowerment, positive-mindsets, collaboration and 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

Desirable

• We are looking for a motivated Mid-Market Customer Success (CS) Leader with an entrepreneurial and building spirit to join the GTM Team
• As a Mid-Market CS Leader, you will play an important role defining/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
• 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 Mi-dMarket 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 smooth 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