Customer Success Strategy & Operations Manager

Notion is the collaborative AI workspace where teams and agents think together. In this role, you will support the Customer Success team to accelerate customer value, revenue, and team productivity while designing and implementing the customer journey and optimizing operational processes.

Responsibilities:

• Design 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
• Develop analyses that help design, set and measure strategy for global Customer Success and Customer Experience
• Design, build and manage a model that guides resource allocation globally by segment
• Develop and mature a rigorous, consistent, predictable operating rhythm — build KPI reviews that identify risks and trends and enable data-driven decisions across all levels
• Design and maintain core processes, e.g. attainment reporting, forecast vs. actuals and At Risk Account Reviews