Customer Success Strategy & Operations Manager

Who We Are Notion is the collaborative AI workspace where teams and agents think together. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is 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, building things that last, and the belief that great work is still fundamentally human. Our goal isn’t to ship the next feature. Each and every team of Notinos is working to set the standard for how humans work together in the AI era. From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work. 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 Creation: Deisgn and optimize the end-to-end customer journey, including the milestones, success metrics, and playbooks that guide customers from onboarding through adoption, expansion, and renewal. Leveraging and AI-native approach, you will build the frameworks that translate business outcomes into scalable operational motions, establish leading indicators of customer health and risk, and partner cross-functionally to ensure the journey is continuously refined based on data. - Strategic Partnership & Global Influence: Develop analyses that help design, set and measure strategy for global Customer Success and Customer Experience. Present optionality to leadership to inform the right big bets for annual and in-year plans. Lead through influence across GTM Leadership, BizTech, Data, Finance and more to deliver results. - CS Segmentation, Coverage & Resource Modeling: Design, build and manage a model that guides resource allocation globally by segment. Partner with GTM and RevOps Leadership to define segment-specific coverage models and highest-impact activities across the customer lifecycle, linking to revenue outcomes. Monitor and report on segment performance. - Operating Cadence: Develop and mature a rigorous, consistent, predictable operating rhythm — build KPI reviews that identify risks and trend and enable data-driven decisions across all levels. Generate insights about performance and drivers to guide critical decisions. Partner with RevOps, GTM Leads and BizTech to establish robust global operating processes. - Data, Process & Tooling: Design and maintain core processes, e.g. attainment reporting, forecast vs. actuals and At Risk Account Reviews. Partner with Data and BizTech to streamline daily team operations and build AI workflows while providing leadership with comprehensive insights —

Role focus: CS Operations Lead – accelerate customer value, revenue, and team productivity; design and implement the customer journey; oversee capacity and forecast models; lead analyses to understand performance drivers; own and innovate the operating rhythm; communicate across levels to drive cross-functional partnerships. Core activities include: designing end-to-end customer journey with milestones and success metrics; building AI-native frameworks for scalable operational motions; establishing leading indicators of customer health and risk; partnering with GTM, RevOps, Finance, Data, BizTech to refine the journey; designing resource allocation and coverage models by segment; developing a rigorous operating cadence with KPI reviews; generating insights to guide critical decisions; shaping processes such as attainment reporting, forecast vs. actuals, and At Risk Account Reviews; implementing AI workflows to streamline daily operations; providing leadership with comprehensive insights.