Customer Strategy & Operations Manager, Notion

• We are looking for someone who is a first-principles thinker, has strong analytical skills, and is effective at building cross-functional partnerships
• 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
• 4-7 years working in Customer Strategy, Revenue Strategy, Business Operations, or similar strategic function in SaaS
• 2-4 years in management consulting, hedge fund investing or equivalent role
• Strong analytical skills -- can model any operational question full cycle (develop assumptions and output)
• 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

Desirable

• In your role as Strategy & Operations partner, you will support the Customer Success (CS) and Customer Experience (CX) teams to accelerate customer value, revenue and team productivity
• CS is responsible for ensuring Sales-Assisted customers realize value with Notion
• CSMs engage with customers across onboarding, adoption, retention and growth phases of the customer journey
• CX is responsible for supporting and delighting Notion’s entire 100MM+ user base
• This is powered by an internal team operation that spans across Vendor Operations, In-House Support, User Operations (Launch Readiness, Bugs, Product Interlock) & Scaled Support (AI, Self-Service, Learning & Content)
• In this position, you will be at the core of helping CS & CX achieve their goals, ultimately ensuring our customers realize value, retain and grow
• In practice, you will own, maintain and improve our core capacity and forecast models
• You will lead analyses that help us understand the “why” behind performance, and guide what we can do to improve
• And you will own and innovate on operating procedures to ensure a predictable and precise business cadence
• Ultimately, your work will help our business run smoothly today — and make the right big bets for tomorrow
• 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
• CX Volume & Capacity Forecasting: Execute and deliver monthly forecast, offering strategic recommendations for headcount, staffing and capacity
• Drive analysis guiding our Annual Plan across vendor and in-house teams
• Guide strategic investments such as specialization, tiering and routing strategies
• Lead global workforce management optimization
• Operating Cadence: Develop and mature a rigorous, consistent, predictable O/S for CS & CX
• Build KPI reviews that identify risks and trends, enabling 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 while providing leadership with comprehensive insights — leveraging tools such as Zendesk, Assembled, Gainsight, Salesforce, Tableau and Hex