Digital Customer Success Program Manager

Notion•San Francisco, CA

23h•Onsite

About The Position

Notion is seeking a Digital Customer Success Program Manager to join their Digital CS team. This role is crucial for building the next generation of scalable customer outcomes, designed to drive value across thousands of accounts and enable the CSM 2.0 strategy. The successful candidate will be responsible for designing systems, building automation, and running experiments to turn strategy into scalable programs. This is an opportunity to join a small, high-impact team building this function globally from the ground up.

Requirements

5-7+ years in Digital CS, Operations, Lifecycle Marketing, Growth, or Customer Success with hands-on experience building scaled customer programs.
Systems-level thinking: ability to translate strategic objectives into action by defining requirements, scoping impact, and building measurement frameworks.
Fluency with AI-powered customer engagement (e.g., chatbots, custom agents, in-product AI experiences) and ability to translate emerging capabilities into scalable program design.
Track record of cross-functional influence, particularly partnering with Data Science and Engineering teams to build infrastructure.
Strong communication skills: ability to present program business cases to leadership and write clear requirements documents.
Bias toward building new things, not just optimizing existing programs.

Nice To Haves

Experience with segmentation and coverage model design, cost-to-serve analysis, or capacity planning.
Comfort designing global programs that scale across regions thoughtfully.
Familiarity with experimentation and A/B testing methodologies as applied to customer programs.

Responsibilities

Build and optimize the global automated customer journey for the digital segment, including segmentation logic, trigger architecture, and lifecycle programs.
Design and run experimentation loops for AI-powered engagement, including guardrails, success metrics, and criteria for program pivots.
Architect the attribution layer for Digital CS in partnership with Data Science to measure business impact.
Partner cross-functionally with Product, RevOps, Data Science, Enablement, and Marketing to align tooling, customer communications, and program design with scaled outcomes.
Own program reporting and iteration cadence, running the experimentation loop, surfacing insights, and making data-driven recommendations.