Manager, Outcome Architects

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 the Role: We are looking for a proven Outcomes Architects Manager with a strategic and entrepreneurial spirit to join the GTM Team. As the Enterprise OA Leader, you will play an important role defining/iterating on our CS motions, providing customer feedback to help share our roadmap, driving increased adoption, owning ongoing value delivery, and and generating expansion revenue to grow our business. You will own the strategy and execution of your team’s segment. What You'll Achieve: - Increase Team Performance on Adoption, Retention, and Customer Value: Your role centers on upleveling the team to boost product adoption, retention, customer value, and satisfaction through effective retention strategies and churn prevention in the Mi-dMarket segment. You'll implement initiatives that align with customer goals to deliver both immediate and long-term success. - Team Leadership and Development: As a leader, you'll recruit, train, and mentor a high-performing Customer Success team that embodies our core values and operational goals. Through clear expectations and thoughtful coaching, you'll help team members unlock their potential and foster a culture of excellence in customer interactions. You'll also drive foundational growth by addressing key challenges, enhancing team capabilities, and building a world-class CS function. - Data-Driven Insights and Operational Excellence: You will build and refine a consistent KPI/OKR system that enables data-driven decisions to identify risks, trends, and opportunities. Your work will establish scalable processes, tools, and metrics to create operational excellence across all customer success initiatives. - Cross-Functional Collaboration and Partnerships: You will partner with Sales and Solutions Engineering teams to ensure smooth customer onboarding and continuously refine the customer journey to drive long-term success. You will also bridge the gap between customers and internal teams by channeling feedback into product development, ensuring continuous improvement of the platform. - Resource and Enablement Development: You and your team will create and deliver educational materials, resources, and success plans to help customers reach their goals. Through scalable enablement strategies, you'll guide customers to maximize platform value and boost satisfaction. Your resources will ensure reliable, exceptional customer outcomes across the board. - Critical Issue Resolution and Strategic Impact: You will serve as the key escalation point for high-stakes customer issues, guiding your team to resolve complex challenges swiftly and effectively. Your leadership will both ensure exceptional customer support and drive the company's long-term growth. Skills You'll Need to Bring: - 5+ years as a direct CS leader or manager, focused on Enterprise customers - Can convey complex information to executives clearly and concisely and resolve tradeoffs - Effective communicator across levels and audiences - Strong leadership skills with a focus on empowerment, positive-mindsets, collaboration and ability to inspire a team of direct reports - High ownership mentality - Comfortable with the ambiguity and pace of iteration of an early-stage startup - Growth mindset and thrive in the building stage of a nascent team Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in New York City, the estimated base salary range for this role is $225,000 - $275,000 per year. By clicking “Submit Application”, I understand and agree that Notion and its affiliates and subsidiaries will collect and process my information in accordance with Notion’s Global Recruiting Privacy Policy and NYLL 144. #LI-Onsite A Note on AI You don’t need deep AI expertise for every role, but we do expect every Notino to be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real c

5+ years as a direct Customer Success leader or manager focused on enterprise customers; ability to convey complex information to executives clearly and concisely and resolve tradeoffs; effective communicator across levels and audiences; strong leadership with empowerment, collaboration, and ability to inspire a team of direct reports; high ownership mentality; comfortable with the ambiguity and pace of iteration of an early-stage startup; growth mindset and thrive in building a nascent team.

What You'll Achieve: Increase team performance on adoption, retention, and customer value by implementing initiatives that align with customer goals to deliver immediate and long-term success. Lead, recruit, train, and mentor a high-performing Customer Success team; build and refine KPI/OKR systems for data-driven decisions; collaborate with Sales and Solutions Engineering to ensure smooth onboarding and refine the customer journey; create and deliver educational materials and success plans to help customers reach goals; act as the escalation point for high-stakes issues and drive exceptional customer outcomes and company growth.