Enterprise Customer Success Manager, AMER at Notion

San Francisco, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

7+ years of success in Customer Success or Account Management role
Ability to build Customer Success playbooks and new processes based on learnings
Ability to work cross-functionally to solve customer problems creatively
Ability to navigate ambiguity in a fast-paced and foundational team
Hybrid work arrangement (in-office on Mondays and Thursdays, with potential additional days)
Nice to Haves
Experience as a first or early hire at a fast-growing startup
Strong technical chops
Experience using Notion

Responsibilities

Drive onboarding, adoption, utilization, and growth in Notion’s existing customer base by owning specific customer accounts
Proactively identify customers who aren’t maximizing their opportunity with the product/service and reach out to create an action plan to help them achieve success
Partner with the Account Executive team on marquee Enterprise accounts to expand use cases and create stickier customers
Learn the product inside and out and help customers drive business outcomes
Collaborate with the Sales team to realize successful renewals and expansions
Innovate and iterate on Customer Success programs to retain and grow customers while mitigating churn or contraction
Surface opportunities to expand existing accounts when it’s right for the customer
Document and share key findings/learnings with the broader Notion organization
Serve as the customer's trusted advisor and product expert, hosting training, onboarding, and working sessions to educate customers and explore new use cases

Skills

Key technologies and capabilities for this role

Customer SuccessOnboardingAdoptionRetentionExpansionTrainingAccount ManagementProduct ExpertiseCustomer EngagementAction Planning

Questions & Answers

Common questions about this position

What is the work location or remote policy for this role?

The position is hybrid, requiring all team members to work from Notion's offices on Mondays and Thursdays, designated as Anchor Days, with certain teams or positions possibly needing additional in-office days.

What are the key skills required for this Customer Success Manager role?

Candidates need 7+ years of success in Customer Success or Account Management, ability to build playbooks and processes, work cross-functionally to solve problems creatively, and navigate ambiguity in a fast-paced team.

What is the salary or compensation for this position?

This information is not specified in the job description.

What is Notion's company culture like?

Notion emphasizes in-person collaboration as essential to its culture, with required office days on Mondays and Thursdays, and values building tools that save time and money for teams from individuals to large organizations.

What makes a strong candidate for this Enterprise Customer Success Manager role?

A strong candidate has 7+ years in Customer Success or Account Management, experience building playbooks and processes, cross-functional collaboration skills, and the ability to navigate ambiguity; nice-to-haves include being an early hire at a fast-growing startup, strong technical skills, and Notion usage experience.

Notion

Versatile productivity and collaboration platform

About Notion

Notion is a workspace platform designed to enhance productivity and collaboration for a wide range of users, from startups to large enterprises. It combines various tools into a single platform, allowing teams to write, plan, and share their work efficiently. Users can start with a free version and upgrade to paid plans as their needs grow. Key features include customizable notes and documents, project management tools, and a drag-and-drop interface for easy page creation. Notion also includes an AI-powered Q&A feature that provides instant answers to user queries, helping to centralize knowledge. The platform supports multiple languages and has a strong global community that contributes content and organizes events.

San Francisco, CaliforniaHeadquarters

2016Year Founded

$325.9MTotal Funding

LATE_VCCompany Stage

Enterprise Software, AI & Machine LearningIndustries

5,001-10,000Employees

Benefits

Medical, dental & vision insurance

PTO

Mental health & wellbeing package

Parental leave

Fertility coverage

Retirement matching

Commuter benefits

Monthly stipend

Risks

Increased competition from AI-enhanced tools like Evernote.

Potential trust issues with AI features due to factual inaccuracies.

User resistance to adopting new productivity tools.

Differentiation

Notion combines note-taking, task management, and databases into a single platform.

The platform offers customizable workspaces for personal and collaborative use.

Notion AI assists with tasks like text generation and predictive analytics.

Upsides

Integration with Slack and Google Drive enhances workflow automation.

Acquisition of Skiff strengthens Notion's privacy offerings.

Standalone apps like Notion Calendar expand Notion's modular productivity solutions.

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