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Customer Success Manager

2 months ago

San Francisco, California, United States Notion, LLC Full time
About Us

We're a software company on a mission to empower individuals, teams, and organizations to create tailored solutions to their unique challenges. Our goal is to make software toolmaking ubiquitous, and we're committed to achieving this through focus, design, and craft.

We've been working towards this vision since 2016, and we've made significant progress. Our customers include prominent companies like Pixar, Mitsubishi, Figma, Plaid, Match Group, and many more. We're excited to continue growing and expanding our team with talented individuals who share our passion for innovation and customer success.

About the Role

We're seeking a highly skilled Customer Success Manager to join our team. As a key member of our sales and success team, you'll be responsible for managing a large portfolio of customers in the AMER region. Your primary objective will be to onboard and expand our customer base through tailored Notion consultations, trainings, and assistant programs.

You'll work closely with our sales partners to ensure strong adoption of Notion, and serve as our in-house product ambassador to up-level our customers' workflows and help them get the most return on investment from Notion. You'll also identify and target strategic customers to engage with in order to drive up monthly active users and seat expansion.

As a Customer Success Manager, you'll be responsible for:

  • Managing a large portfolio of customers in the AMER region
  • Onboarding and expanding our customer base through tailored Notion consultations, trainings, and assistant programs
  • Designing and running at-scale outreach campaigns to key points of contact in order to assist with Notion adoption
  • Working cross-functionally with sales partners to ensure strong adoption of Notion
  • Serving as our in-house product ambassador to up-level our customers' workflows and help them get the most return on investment from Notion
  • Identifying and targeting strategic customers to engage with in order to drive up monthly active users and seat expansion
  • Proactively identifying customers who aren't maximizing their opportunity with Notion and reaching out to create an action plan to help them achieve success
  • Informing and influencing our overall growth strategy
What You'll Achieve

As a Customer Success Manager at Notion, you'll have the opportunity to drive adoption and expansion for a product that people love and use to solve real problems. You'll help build the foundations of Customer Success at Notion, and serve as the customer's trusted advisor and product expert. You'll also gain insights to help us serve our customers better, and work with our product team to inform what we do next.

You'll achieve:

  • Drive adoption and expansion for a product that people love and use to solve real problems
  • Help build the foundations of Customer Success at Notion
  • Serve as the customer's trusted advisor and product expert
  • Meaningfully shape our future product
  • Elevate your skills as we tackle our most impactful challenges
Skills You'll Need to Bring

We're looking for a highly skilled Customer Success Manager with:

  • 3+ years of experience at a fast-growing software company
  • A track record of success in a Customer Success or Account Management role
  • Experience managing a large volume of accounts
  • Strong intrinsic motivation to be a top performer and contribute to a team
  • A growth mindset and the ability to thrive in a rapidly changing business and industry
  • The ability to motivate others and help them succeed and grow
  • High adaptability and the ability to easily acclimate to a rapidly changing business and industry
Nice to Haves

We're also looking for candidates with:

  • Experience building Customer Success playbooks or processes
  • Experience in scaled program management or building campaigns in Outreach
  • Experience using Notion
  • Curiosity about data and insights, and experience using Salesforce and Gainsight
  • Experience as a first or early hire at a fast-growing startup
  • Strong technical chops
About Us

We're an equal opportunity employer and we're committed to building a diverse and inclusive team. 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.

We're proud to be an equal opportunity employer and 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.

We're 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.