Digital Customer Success Program 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 THE ROLE

The Digital CS team is building the next generation of scalable customer outcomes — designed to drive value across thousands of accounts and directly enable our CSM 2.0 strategy. This role is the operational backbone of that vision. You’ll design systems, build automation, and run experiments that turn strategy into scalable programs. You’ll join a small, high-impact team building this function from the ground up globally.

WHAT YOU'LL ACHIEVE

- Build and optimize the global automated customer journey for the digital segment — segmentation logic, trigger architecture, and lifecycle programs.

- Design and run experimentation loops for AI-powered engagement — guardrails, success metrics, and criteria for when to pivot a program.

- 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 on where to invest and what to sunset.

SKILLS YOU'LL NEED TO BRING

- 5-7+ years in Digital CS, Operations, Lifecycle Marketing, Growth, or Customer Success — with hands-on experience building scaled customer programs.

- Systems-level thinking: you can translate a strategic objective into action by defining the requirements, scoping the intended impact , and building the measurement framework.

- Fluency with AI-powered customer engagement — you've worked with chatbots, custom agents, or in-product AI experiences and can translate emerging capabilities into scalable program design.

- Track record of cross-functional influence, particularly partnering with Data Science and Engineering teams to build infrastructure that didn't exist before.

- Strong communication skills — you can present a program business case to leadership and write a tight requirements doc for a cross-functional partners.

- 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