operations
Posted 3 weeks agoCustomer Success Strategy & Operations Manager
at Notion
San Francisco, United StatesRemote
Responsibilities
- 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.
- 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.
Requirements
- 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.
- 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.
- 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.
- 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.
- 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.
- Partner with GTM and RevOps Leadership to define segment-specific coverage models and highest-impact activities across the customer lifecycle, linking to revenue outcomes.
- Partner with Data and BizTech to streamline daily team operations and build AI workflows while providing leadership with comprehensive insights — leveraging tools such as Zendesk, Assembled, Gainsight, Salesforce, Tableau and Hex.
- SKILLS YOU'LL NEED TO BRING: - 5+ years working in Customer Operations and/or Strategy in a high growth SaaS model - Strong analytical skills -- can model any operational question full cycle (develop assumptions and output) - AI-native approach to building workflows, insights, and end-to-end systems between humans & agents - High EQ -- works well with stakeholders, gains trust, enjoys working with people - Senior presence -- can convey complex information to executives clearly and concisely; can resolve
- Effective communicator across levels and audiences - First principles problem solver -- dimensionalizes problems, demonstrates history of lateral thinking - Hands on -- extensive
- experience is not required, but you have the ability and desire to become a pro - BA / BS required NICE TO HAVES: - Customer-facing
- experience on an account team (Onboarding, CS, Account Management, etc.) -
- Experience with statistical methods, SQL, Tableau, Python and/or other advanced analytics and BI/Dashboarding -
- Experience using Zendesk, Gainsight and Salesforce -
- Experience using Notion - History of promotions or progressive
Benefits
- 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
Additional details
- 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.
- ABOUT US: Notion helps you build beautiful tools for your life’s 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.