Manager, Enterprise Customer Success, AMER at Notion

San Francisco, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

5+ years as a direct CS leader or manager, focused on Enterprise customers
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

Responsibilities

Increase Team Performance on Adoption, Retention, and Customer Value: Uplevel the team to boost product adoption, retention, customer value, and satisfaction through effective retention strategies and churn prevention in the Mid-Market segment. Implement initiatives that align with customer goals to deliver both immediate and long-term success
Team Leadership and Development: Recruit, train, and mentor a high-performing Customer Success team that embodies core values and operational goals. Set clear expectations, provide thoughtful coaching, unlock team potential, foster a culture of excellence in customer interactions, address key challenges, enhance team capabilities, and build a world-class CS function
Data-Driven Insights and Operational Excellence: Build and refine a consistent KPI/OKR system for data-driven decisions to identify risks, trends, and opportunities. Establish scalable processes, tools, and metrics for operational excellence across customer success initiatives
Cross-Functional Collaboration and Partnerships: Partner with Sales and Solutions Engineering teams for smooth customer onboarding and refine the customer journey for long-term success. Bridge the gap between customers and internal teams by channeling feedback into product development for continuous platform improvement
Resource and Enablement Development: Create and deliver educational materials, resources, and success plans to help customers reach their goals. Develop scalable enablement strategies to guide customers in maximizing platform value and boosting satisfaction, ensuring reliable, exceptional customer outcomes
Critical Issue Resolution and Strategic Impact: Serve as the key escalation point for high-stakes customer issues, guiding the team to resolve complex challenges swiftly and effectively. Ensure exceptional customer support and drive the company's long-term growth
Define/iterate on CS motions, provide customer feedback to shape roadmap, drive increased adoption, own ongoing value delivery, and generate expansion revenue. Own the strategy and execution of the team’s segment

Skills

Key technologies and capabilities for this role

Customer SuccessTeam LeadershipRetention StrategiesChurn PreventionProduct AdoptionCustomer Value DeliveryRevenue ExpansionTeam RecruitmentMentoringStrategic Planning

Questions & Answers

Common questions about this position

What is the work location policy for this role at Notion?

Notion requires all team members to work from offices on Mondays and Thursdays, designated as Anchor Days, with certain teams or positions possibly requiring additional in-office days.

What salary or compensation does this position offer?

This information is not specified in the job description.

What are the key skills and experience needed for the Enterprise Customer Success Manager role?

The role requires proven leadership in Enterprise Customer Success with a strategic and entrepreneurial spirit, expertise in defining CS motions, driving adoption and retention, team recruitment and mentoring, and data-driven decision-making.

What is Notion's company culture like?

Notion emphasizes in-person collaboration as essential to its culture and values team members embodying core values through thoughtful coaching and fostering excellence in customer interactions.

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

A strong candidate is a proven Enterprise CS Leader with strategic and entrepreneurial skills, experience in team leadership, driving adoption and retention in the Mid-Market segment, and building scalable processes through cross-functional collaboration.

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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