Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI): Driving growth, adoption, retention, and expansion for Notion's product with an accent on AI-powered workflows and renewal execution. Focus on building and deploying workflows for specific business problems and shaping future product insights.

Location: Hybrid role, requiring in-office work on Mondays, Tuesdays, and Thursdays in Sydney, Australia. Certain teams or positions may require additional in-office workdays.

Company

Notion provides a unified workspace for docs, notes, projects, calendar, and email, with AI built-in, used by millions from individuals to large organizations.

What you will do

• Own the post-sale customer lifecycle, including onboarding, AI adoption, value delivery, and renewal for named accounts.
• Develop success plans to help every customer achieve desired objectives.
• Lead AI workshops to build and deploy workflows that solve specific business problems.
• Conduct business reviews with senior stakeholders to communicate value received.
• Partner with Account Executives on growth strategy within existing accounts and identify expansion opportunities.
• Innovate on Customer Success programs to retain and grow customers and document learnings.

Requirements

• 3+ years of success in a Customer Success or Account Management role.
• Experience driving the end-to-end customer journey from adoption to renewal.
• Strong discovery skills to uncover customer challenges and connect them to tailored solutions.
• Comfortable with technical concepts and able to develop skills required to effectively build and implement AI workflows.
• Ability to articulate value customers are receiving and present it effectively to senior audiences.
• Ability to build Customer Success playbooks and new processes based on learnings.

Nice to have

• Experience using Notion at a past or current company.
• Experience working with a technical product and multiple commercial models.
• Been a first or early hire at a fast growing startup.

Culture & Benefits

• Work within a culture that values in-person collaboration, with Anchor Days in the office on Mondays, Tuesdays, and Thursdays.
• Opportunity to meaningfully shape future product based on customer insights.
• Elevate skills by tackling impactful challenges within a fast-paced, high-achieving team.
• Notion is proud to be an equal opportunity employer committed to diversity.