Manager, Commercial Outcome Architects (Customer Success)

Outcomes Architects Manager

We are looking for a proven Outcomes Architects Manager with a strategic and entrepreneurial spirit to join the GTM Team. As the Commercial OA Leader, you will play an important role defining/iterating on our expand motions, providing customer feedback to help share our roadmap, driving increased adoption, owning ongoing value delivery, and generating expansion revenue to grow our business. You will own the strategy and execution of your team's segment.

The Outcomes Architect team is a new function at Notion that combines RM, CSM and SE capabilities to drive workflow adoption and retention at our customers.

What You'll Achieve:

• Increase Team Performance on Adoption, Retention, and Customer Value: Your role centers on up-leveling the team to boost product adoption, retention, customer value, and satisfaction through effective retention strategies and churn prevention in the Commercial segment (note that your team will own a subset of renewals).
• Team Leadership and Development: As a leader, you'll recruit, train, and mentor a high-performing Outcomes Architect team that embodies our core values and operational goals.
• Data-Driven Insights and Operational Excellence: You will build and refine a consistent KPI/OKR system that enables data-driven decisions to identify risks, trends, and opportunities.
• Cross-Functional Collaboration and Partnerships: You will partner with solutions consulting and forward deployed engineers to ensure smooth customer onboarding and continuously refine the customer journey to drive long-term success. You will also bridge the gap between customers and internal teams by channeling feedback into product development, ensuring continuous improvement of the platform.
• AI Workflow Adoption: You and your team will drive new workflows and build beside customers to implement them.
• Customer Leadership: You will serve as the key extension of your team for high-stakes customer engagements (both internally and externally), such as business reviews.

Skills You'll Need to Bring:

• 5+ years of people management experience for a CS, sales, SE or account management team
• Experience with large and strategic customers (experience with Fortune 500)
• Experience working with technical stakeholders
• Experience driving AI adoption
• 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

Nice to Haves:

• You have experience using Notion
• You've built new CS playbooks or processes
• Experience using Gainsight
• Experienced in hiring and training talent at scale

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 New York City, the estimated base salary range for this role is $225,000 - $275,000 per year.

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A Note on AI: You don't need deep AI expertise for every role, but we do expect every Notino to be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real collaborator in their work. For some roles, AI fluency is a core requirement when that's the case, we'll say so explicitly in the qualifications. People who thrive here don't treat AI as a novelty. They use it to think better, and make their work easier for others to build on.

Equal Opportunity & Accommodations: We hire talented people from a wide range of backgrounds. If you're excited about this role but don't meet every bullet, we still encourage you to apply. Notion is an equal opportunity employer and does not discriminate on the basis of any legally protected characteristic. Consistent with applicable law, we will consider for employment qualified applicants with arrest and conviction records. Notion provides reasonable accommodations during the application process; if you need one, please let your recruiter know.