Customer Success Strategy & Operations Manager

Notion•San Francisco, CA

19h•$205,000 - $230,000•Onsite

About The Position

Notion is seeking a Customer Success Strategy & Operations Manager to support the Customer Success team in accelerating customer value, revenue, and team productivity. This role involves thinking holistically about CS collaboration across the customer journey in conjunction with Sales, Marketing, Customer Support, and Professional Services. The Customer Success team is responsible for ensuring customers realize value with Notion, engaging with them across onboarding, adoption, retention, and growth phases. The successful candidate will be at the core of helping CS define, forecast, and achieve their goals, designing and implementing the customer journey, overseeing capacity and forecast models, leading analyses to understand performance drivers, and guiding improvement strategies. This role also owns and innovates the operating rhythm to ensure the team stays ahead of the curve and systematically improves outcomes. The ideal candidate is customer-centric, a first-principles thinker, process-oriented, possesses strong analytical skills, and is effective at building cross-functional partnerships. They should be excited to dive into analyses, modeling, and process improvement, with a high sense of ownership, a track record of building from scratch, and the ability to communicate effectively across levels and audiences to achieve results.

Requirements

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

Responsibilities

Design and optimize the end-to-end customer journey, including milestones, success metrics, and playbooks for onboarding, adoption, expansion, and renewal.
Leverage an AI-native approach to build frameworks that translate business outcomes into scalable operational motions.
Establish leading indicators of customer health and risk.
Partner cross-functionally to ensure the customer journey is continuously refined based on data.
Develop analyses to design, set, and measure strategy for global Customer Success and Customer Experience.
Present optionality to leadership to inform strategic bets for annual and in-year plans.
Lead through influence across GTM Leadership, BizTech, Data, Finance, and other departments to deliver results.
Design, build, and manage a model for global resource allocation 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.
Develop and mature a rigorous, consistent, predictable operating rhythm.
Build KPI reviews that identify risks and trends, enabling 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.
Design and maintain core processes such as attainment reporting, forecast vs. actuals, and At Risk Account Reviews.
Partner with Data and BizTech to streamline daily team operations and build AI workflows.
Provide leadership with comprehensive insights, leveraging tools such as Zendesk, Assembled, Gainsight, Salesforce, Tableau, and Hex.