Customer Success Strategy & Operations Manager

WHO WE ARE

Notion is the collaborative AI workspace where teams and agents think together https://www.youtube.com/watch?v=vkpYpWfEK5s. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work feels faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion.

Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, humanity, and building things that last — not just shipping the next feature, but setting a standard for how modern teams (with humans and agents working together) think and execute.

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, Tuesdays and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in-office workdays.

ABOUT THE ROLE:

In your role as CS Operations Lead , you will support the Customer Success team to accelerate customer value, revenue and team productivity, and think holistically about CS collaboration across the customer journey in conjunction with Sales, Marketing, Customer Support, and Professional Services.

CS is responsible for ensuring customers realize value with Notion. CSMs engage with customers across onboarding, adoption, retention and growth phases of the customer journey.

In this position, you will be at the core of helping CS define, forecast, and achieve their goals, ultimately ensuring our customers realize value, retain and grow. In practice, you will design and implement the customer journey, oversee our core capacity and forecast models, lead analyses that help us understand the “why” behind performance, and guide what we can do to improve. And you will own and innovate our operating rhythm to ensure we are staying ahead of the curve and improving outcomes systematically. Ultimately, your work will help our business run smoothly today — and make the right big bets for tomorrow.

We are looking for someone who is customer-centric, a first-principles thinker, process-oriented, has strong analytical skills, and is effective at building cross-functional partnerships. This person should be excited to dive into analyses, modeling and process improvement — as well as have a high sense of ownership, track record of building from scratch and ability to communicate across levels and audiences to get things done.

WHAT YOU'LL ACHIEVE:

- Customer Journey & Value Cr