Customer Success Strategy Lead

4 weeks 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 innovative design, focus, and craft.

With a strong foundation since 2016, we've built a diverse and creative community that spans across the globe. Our customers include prominent companies like Pixar, Mitsubishi, Figma, Plaid, Match Group, and many more. We're excited to grow our team with talented individuals who share our passion for building a better future through software.

We're an in-person company, and we require our employees to spend a significant amount of time in the office. This includes two Anchor Days (Mondays & Thursdays) and a third day of in-office work. We believe that this setup fosters collaboration, creativity, and a sense of community among our team members.

About The Role:

We're seeking a highly skilled Customer Success Strategy and Operations Lead to join our global Customer Success team. As a key member of our team, you'll play a critical role in ensuring our customers realize value with Notion. You'll work closely with Sales, Services, and Support to ensure seamless onboarding, adoption, and ultimate value realization across the customer lifecycle.

Your responsibilities will include operating as a strategic advisor to the CS and Sales Leadership team, executing core business needs, and flexing across visioning and strategy, program management, and operational efforts. You'll also be responsible for owning and maturing CS KPIs, targets, and incentives programs, as well as operational rigor, such as operating cadence, reporting, and forecasting.

What You'll Achieve:

We're looking for someone who brings subject matter expertise in Customer Success and can lead and execute in a cross-functional nature across levels and time zones. You'll partner with stakeholders in CS, Sales, Services, Finance, RevOps, BizTech, and more to drive results and accelerate growth. This is a great opportunity for someone who is passionate about building and accelerating results at a critical inflection point for the business.

Key Responsibilities:

  • Operate as a trusted advisor to Customer Success and Sales Leadership teams.
  • Own and continue to mature CS KPIs, Targets, and Incentives programs.
  • Own and continue to mature CS's operational rigor (e.g. Operating Cadence, Reporting, Forecasting).
  • Strategize and develop core best practices, leading indicators and early warning signals, playbooks, systems, and measurement strategies to support and scale execution.
  • Lead analysis to understand the drivers behind performance, and strategies to improve.
  • Support the evolution of our CS strategy, including segmentation and ratio-based modeling.
  • Proactively identify opportunities to improve usage, revenue (Retention & Growth), and efficiency gains.
  • Program manage key initiatives for CS, working across functions, time zones, and audiences.
  • Support key CS-led initiatives such as Digital and Pooled (At-Scale) strategy & programming.
  • Guide FY Planning & Strategy development, including headcount and investments strategy.
  • Drive CS's technical innovation roadmap with cross-functional partners in BizTech & Data.
  • Lead through influence across levels, teams, and time zones to get big things done with key partners such as Finance, Sales, Services, BizTech, Data, Deal Desk, and more.

Requirements:

  • Expertise in Customer Success, Go-to-Market Strategy & Operations, consulting, or similar proven experience in a scale-up environment.
  • Experience building and scaling stages of go-to-market maturity; Strong ability to diagnose, sequence, and prioritize efforts for highest-ROI outcomes.
  • Strong analytical and modeling skills.
  • Excellent at leading through influence, including with executives.
  • Proven results deploying strategies to drive outcomes in high-impact organizations.

Nice to Haves:

  • Experience using statistics and/or SQL.
  • Program Management background and/or certification.

We're an equal opportunity employer and welcome talented individuals from diverse backgrounds to join our team. If you're passionate about building a better future through software and share our company values, we encourage you to apply. We're committed to providing a competitive compensation package, including cash compensation, equity, and benefits, that reflects your skills and experience.

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