Manager, Commercial Outcome Architects (Customer Success)

Notion•New York, NY

7d•$225,000 - $275,000

About The Position

Notion is hiring a Manager, Commercial Outcome Architects to lead the Outcomes Architect team within its go-to-market organization. The role owns the strategy and execution for the team’s segment and helps define and iterate on expansion motions, increase customer adoption, deliver ongoing customer value, and generate expansion revenue. The Outcomes Architect function combines relationship management, customer success management, and solutions engineering capabilities to drive workflow adoption and retention. The manager will develop the team’s performance across adoption, retention, customer value, and satisfaction, including retention strategies and churn prevention. The team owns a subset of renewals. The manager will recruit, train, and mentor Outcomes Architects; build a consistent KPI and OKR system; partner with solutions consulting and forward deployed engineering on onboarding and customer journey improvements; and bring customer feedback to internal teams to inform product development. The role also involves helping customers implement AI-enabled workflows and representing the team in high-stakes customer engagements, including business reviews.

Requirements

At least 5 years of people management experience for a customer success, sales, solutions engineering, or account management team.
Experience working with large and strategic customers, including Fortune 500 customers.
Experience working with technical stakeholders.
Experience driving AI adoption.
Ability to convey complex information clearly and concisely to executives and resolve tradeoffs.
Effective communication across levels and audiences.
Strong leadership focused on empowerment, positive mindsets, collaboration, and inspiring direct reports.
High ownership mentality.
Comfort with the ambiguity and pace of iteration in an early-stage startup.
Growth mindset and interest in building a nascent team.

Nice To Haves

Experience using Notion.
Experience building new customer success playbooks or processes.
Experience using Gainsight.
Experience hiring and training talent at scale.

Responsibilities

Own the strategy and execution of the Outcomes Architect team’s segment.
Define and iterate on expansion motions and generate expansion revenue.
Improve team performance in product adoption, retention, customer value, and customer satisfaction, including retention strategies and churn prevention.
Oversee the team’s subset of renewals.
Recruit, train, and mentor a high-performing Outcomes Architect team.
Build and refine a consistent KPI/OKR system to support data-driven decisions and identify risks, trends, and opportunities.
Partner with solutions consulting and forward deployed engineers on customer onboarding and improvements to the customer journey.
Channel customer feedback to internal teams and inform product development.
Drive adoption of new AI workflows and build alongside customers to implement them.
Serve as the team’s key extension in high-stakes customer engagements, including business reviews.