Head of Customer Success - AMER

Notion • San Francisco, CA

5d • $260,000 - $315,000 • Onsite

About The Position

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.

Requirements

• You have 6+ years of experience leading Customer Success or GTM functions within a fast-growing SaaS environment, with a focus on post-sales motions
• You have experience managing diverse customer segments—from Digital to Enterprise—and collaborating cross-functionally across many internal stakeholders
• You are a powerhouse leader who attracts, inspires, develops, and retains top talent
• You are customer-centric at your core and champion for customers; passionate about understanding their organizations, business priorities, and sources of value
• You are data-driven and can set the right performance indicators for your organization
• You bring operational rigor and systems thinking across the customer lifecycle
• You have a growth mindset and view setbacks as learning opportunities
• You're highly adaptable and thrive in a rapidly changing business environment
• You're ready to drive adoption and usage to maximize net dollar retention across AMER

Responsibilities

• Strategic Alignment: Develop and implement strategies to align the AMER Customer Success organization with broader company goals, especially around adoption, retention, and expansion
• Team Leadership: Lead and develop a team of 25+ CSMs across Digital, Pooled, and Dedicated motions in the AMER region
• Cross-Functional Collaboration: 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
• Customer Engagement and Advocacy: Drive executive relationships with key customers. Gather customer feedback to inform product improvements and advocate for AMER customers within the company
• Drive Operational Excellence: 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.
• Business Impact: Drive best in class retention and expansion across a multi-million dollar book of business
• Process Optimization: Use customer success management platforms and tools to streamline processes and improve team efficiency

What This Job Offers

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