Customer Success Strategy & Operations Manager

Who We Are Notion is the collaborative AI workspace where teams and agents think together. We’re building one place where your knowledge, projects, meetings, and AI tools live side by side, so work feels faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion. Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, humanity, and building things that last — not just shipping the next feature, but setting a standard for how modern teams (with humans and agents working together) think and execute. About The Role In your role as CS Operations Lead, you will support the Customer Success team to accelerate customer value, revenue and team productivity, and think holistically about CS collaboration across the customer journey in conjunction with Sales, Marketing, Customer Support, and Professional Services. CS is responsible for ensuring customers realize value with Notion. CSMs engage with customers across onboarding, adoption, retention and growth phases of the customer journey. In this position, you will be at the core of helping CS define, forecast, and achieve their goals, ultimately ensuring our customers realize value, retain and grow. In practice, you will design and implement the customer journey, oversee our core capacity and forecast models, lead analyses that help us understand the “why” behind performance, and guide what we can do to improve. And you will own and innovate our operating rhythm to ensure we are staying ahead of the curve and improving outcomes systematically. Ultimately, your work will help our business run smoothly today — and make the right big bets for tomorrow. We are looking for someone who is customer-centric, a first‑principles thinker, process‑oriented, has strong analytical skills, and is effective at building cross‑functional partnerships. This person should be excited to dive into analyses, modeling and process improvement — as well as have a high sense of ownership, track record of building from scratch and ability to communicate across levels and audiences to get things done. What You’ll Achieve Customer Journey & Value Creation: Design and optimize the end‑to‑end customer journey, including the milestones, success metrics, and playbooks that guide customers from onboarding through adoption, expansion, and renewal. Leveraging an AI‑native approach, you will build the frameworks that translate business outcomes into scalable operational motions, establish leading indicators of customer health and risk, and partner cross‑functionally to ensure the journey is continuously refined based on data. Strategic Partnership & Global Influence: Develop analyses that help design, set and measure strategy for global Customer Success and Customer Experience. Present optionality to leadership to inform the right big bets for annual and in‑year plans. Lead through influence across GTM Leadership, BizTech, Data, Finance and more to deliver results. CS Segmentation, Coverage & Resource Modeling: Design, build and manage a model that guides resource allocation globally by segment. Partner with GTM and RevOps Leadership to define segment‑specific coverage models and highest‑impact activities across the customer lifecycle, linking to revenue outcomes. Monitor and report on segment performance. Operating Cadence: Develop and mature a rigorous, consistent, predictable operating rhythm — build KPI reviews that identify risks and trends and enable data‑driven decisions across all levels. Generate insights about performance and drivers to guide critical decisions. Partner with RevOps, GTM Leads and BizTech to establish robust global operating processes. Data, Process & Tooling: Design and maintain core processes, e.g., attainment reporting, forecast vs. actuals and At Risk Account Reviews. Partner with Data and BizTech to streamline daily team operations and build AI workflows while providing leadership with comprehensive insights — leveraging tools such as Zendesk, Assembled, Gainsight, Salesforce, Tableau and Hex. Skills You’ll Need To Bring 5+ years working in Customer Operations and/or Strategy in a high‑growth SaaS model. Strong analytical skills – can model any operational question full cycle (develop assumptions and output). AI‑native approach to building workflows, insights, and end‑to‑end systems between humans & agents. High EQ – works well with stakeholders, gains trust, enjoys working with people. Senior presence – can convey complex information to executives clearly and concisely; can resolve tradeoffs. Effective communicator across levels and audiences. First‑principles problem solver – dimensionalizes problems, demonstrates history of lateral thinking. Hands on – extensive experience and interest in building from scratch. Ownership – high ownership mentality demonstrated by developing projects of >6‑12 months length. Notion power user or desire to learn – prior Notion experience is not required, but you have the ability and desire to become a pro. BA / BS required. Nice To Haves Customer‑facing experience on an account team (Onboarding, CS, Account Management, etc.). Experience with statistical methods, SQL, Tableau, Python and/or other advanced analytics and BI/Dashboarding. Experience using Zendesk, Gainsight and Salesforce. Experience using Notion. History of promotions or progressive responsibilities at work. Equal Opportunity & Accommodations 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. Compensation 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 base salary range for this role is $205,000 - $230,000 per year. 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 make it explicit in the qualifications. People who thrive here don’t treat AI as a novelty. They use it to think better, move faster, and build more creatively. #J-18808-Ljbffr Notion