Enterprise Customer Success Manager, AMER

Location: New York
About Us

We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.

We've been working on this together since 2016, and have customers like OpenAI, Toyota, Figma, Ramp, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.

Notion is an in person company, and currently requires its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day).

About

The Role

• Drive adoption, retention, and expansion for a product people love that solves real problems:
  Fortune 500 companies use Notion to run huge teams — but your friends and family can also use it to take notes, display photos, and more.
• Serve as the customer's trusted advisor and product expert:
  You'll host training, onboarding, and working sessions to educate our customers and dig deep into new use cases of Notion.
• Help build the foundations of Customer Success at Notion:
  As an early member of our Enterprise team, you'll be instrumental in helping define our motion.
• Meaningfully shape our future product:
  As you engage with customers, you'll gain insights to help us serve them better — and work with product to inform what we do next.
• Elevate your skills as we tackle our most impactful challenges:
  We've achieved more than teams 10x our size in less time — and there's so much more to do and learn.

What You'll Achieve

• 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 our 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 our product inside and out and help your customers drive business outcomes
• Collaborate with our 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 broader Notion organization

Skills You'll Need To Bring

• 7+ years of success in your current 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

Nice To Haves

• You've been a first or early hire at a fast growing start up before
• You've got strong technical chops
• You have experience using Notion

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…