Enterprise Customer Success Manager, AMER

Notion • San Francisco, CA

6d • Onsite

About The Position

About Us: Notion helps you build beautiful tools for your life’s work. In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work. Millions of users, from individuals to large organizations like Toyota, Figma, and OpenAI, love Notion for its flexibility and choose it because it helps them save time and money. In-person collaboration is essential to Notion's culture. We require all team members to work from our offices on Mondays and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in-office workdays. About The Role: Drive adoption, retention, and expansion for a product people love that solves real problems : Fortune 500 companies use Notion to run huge teams — but your friends and family can also use it to take notes, display photos, and more. Serve as the customer's trusted advisor and product expert: You'll host training, onboarding, and working sessions to educate our customers and dig deep into new use cases of Notion. Help build the foundations of Customer Success at Notion: As an early member of our Enterprise team, you'll be instrumental in helping define our motion. Meaningfully shape our future product: As you engage with customers, you'll gain insights to help us serve them better — and work with product to inform what we do next. Elevate your skills as we tackle our most impactful challenges : We've achieved more than teams 10x our size in less time — and there's so much more to do and learn.

Requirements

• 7+ years of success in your current Customer Success or Account Management role
• Ability to build Customer Success playbooks and new processes based on learnings
• Ability to work cross-functionally to solve customer problems creatively
• Ability to navigate ambiguity in a fast-paced and foundational team

Nice To Haves

• You've been a first or early hire at a fast growing start up before
• You've got strong technical chops
• You have experience using Notion

Responsibilities

• Drive onboarding, adoption, utilization, and growth in Notion’s existing customer base by owning specific customer accounts
• Proactively identify customers who aren’t maximizing their opportunity with our product/service and reach out to create an action plan to help them achieve success
• Partner with the Account Executive team on marquee Enterprise accounts to expand use cases and create stickier customers
• Learn our product inside and out and help your customers drive business outcomes
• Collaborate with our Sales team to realize successful renewals and expansions
• Innovate and iterate on Customer Success programs to retain and grow customers while mitigating churn or contraction
• Surface opportunities to expand existing accounts when it’s right for the customer
• Document and share key findings/learnings with broader Notion organization

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed