Customer Success Lead, AMER

Notion-posted 2 months ago
$225,000 - $275,000/Yr
Full-time • Senior
San Francisco, CA
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We're looking for a customer-focused, results-oriented leader to oversee Customer Success across the Americas at Notion. You'll report to the Global Head of Customer Success and lead experienced teams that help customers get the most out of Notion through effective adoption and expansion. You'll also champion Notion's vision to build the connected workspace.

  • Develop and implement strategies to align the AMER Customer Success organization with broader company goals, especially around adoption, retention, and expansion
  • Lead and develop a team of 25+ CSMs across Digital, Pooled, and Dedicated motions in the AMER region
  • Partner with Sales, Solutions Engineering, and Professional Services to ensure seamless customer onboarding and high-value delivery while continuously improving the customer journey for long-term success
  • Drive executive relationships with key customers. Gather customer feedback to inform product improvements and advocate for AMER customers within the company
  • Build and refine a consistent KPI/OKR system to enable data-driven decisions. Monitor customer health metrics to identify risks and opportunities for proactive intervention
  • Drive best in class retention and expansion across a multi-million dollar book of business
  • Use customer success management platforms and tools to streamline processes and improve team efficiency
  • 6+ years of experience leading Customer Success or GTM functions within a fast-growing SaaS environment, with a focus on post-sales motions
  • Experience managing diverse customer segments—from Digital to Enterprise—and collaborating cross-functionally across many internal stakeholders
  • Strong leadership skills to attract, inspire, develop, and retain top talent
  • Customer-centric mindset and passion for understanding customer organizations, business priorities, and sources of value
  • Data-driven approach with the ability to set the right performance indicators for the organization
  • Operational rigor and systems thinking across the customer lifecycle
  • Growth mindset and ability to view setbacks as learning opportunities
  • Highly adaptable and thrive in a rapidly changing business environment
  • Ability to drive adoption and usage to maximize net dollar retention across AMER
  • Highly competitive cash compensation
  • Equity
  • Benefits package
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