Head of Customer Success - AMER

ABOUT US

Notion helps you build beautiful tools for your life’s work. In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work. Millions of users, from individuals to large organizations like Toyota, Figma, and OpenAI, love Notion for its flexibility and choose it because it helps them save time and money.

In-person collaboration is essential to Notion's culture. We require all team members to work from our offices on Mondays and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in-office workdays.

ABOUT THE ROLE

We're looking for a customer-focused, results-oriented leader to oversee Customer Success across the Americas at Notion. You'll report to the Global Head of Customer Success and lead experienced teams that help customers get the most out of Notion through effective adoption and expansion. You'll also champion Notion's vision to build the connected workspace.

WHAT YOU'LL DO

- Strategic Alignment: Develop and implement strategies to align the AMER Customer Success organization with broader company goals, especially around adoption, retention, and expansion

- Team Leadership: Lead and develop a team of 25+ CSMs across Digital, Pooled, and Dedicated motions in the AMER region

- Cross-Functional Collaboration: Partner with Sales, Solutions Engineering, and Professional Services to ensure seamless customer onboarding and high-value delivery while continuously improving the customer journey for long-term success

- Customer Engagement and Advocacy: Drive executive relationships with key customers. Gather customer feedback to inform product improvements and advocate for AMER customers within the company

- Drive Operational Excellence: Build and refine a consistent KPI/OKR system to enable data-driven decisions. Monitor customer health metrics to identify risks and opportunities for proactive intervention.

- Business Impact: Drive best in class retention and expansion across a multi-million dollar book of business

- Process Optimization: Use customer success management platforms and tools to streamline processes and improve team efficiency

SKILLS YOU’LL NEED TO BRING

- You have 6+ years of experience leading Customer Success or GTM functions within a fast-growing SaaS environment, with a focus on post-sales motions

- You have experience managing diverse customer segments—from Digital to Enterprise—and collaborating cross-functionally across many internal stakeholders

- You are a powerhouse leader who attracts, inspires, develops, and retains top talent

- You are customer-centric at your core and champion for customers; passionate about understanding their organizations, business priorities, and sources of value

- You are data-driven and can set the right performance indicators for your organization

- You bring operational rigor and systems thinking across the customer lifecycle

- You have a growth mindset and view setbacks as learning opportunities

- You're highly adaptable and thrive in a rapidly changing business environment

- You're ready to drive adoption and usage to maximize net dollar retention across AMER

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you're excited about a role but your past experience doesn't align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you're a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.

Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in San Francisco, the estimated range for total on target earnings (including base salary and on target incentive pay) for this role is $260,000 - $315,000 per year.

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