Mid-Market Customer Success Manager, AMER
About the role
Drive growth, adoption, retention, and expansion for a product people love that solves real problems: Fortune 500 companies use Notion to run huge teams — but your friends and family can also use it to take notes, display photos, and more. Help customers achieve real results through AI-powered workflows: You'll partner with customers to identify their goals, then guide them through hands-on training and working sessions to build workflows that solve their specific problems—with AI at the center. Own renewal execution grounded in proven value and outcomes: As customer value becomes increasingly tied to workflow adoption and business results, lead renewals by translating demonstrated outcomes into renewal readiness. Help build the foundations of Customer Success at Notion: As an early member of our Enterprise team, you'll be instrumental in helping define, refine, and scale our motion. Meaningfully shape our future product: As you engage with customers, you'll gain insights to help us serve them better — and work with product to inform what we do next. Elevate your skills as we tackle our most impactful challenges: We've achieved more than teams 10x our size in less time — and there's so much more to do and learn.
Responsibilities
- Drive AI adoption, value delivery, and renewals for a book of named accounts
- Shape customer outcomes, strengthen partnerships, and contribute directly to predictable revenue
- Lead AI workshops to build and deploy workflows that solve specific business problems
- Identify and qualify expansion opportunities within existing accounts
- Co-build customer success plans to help every customer achieve desired objectives
- Partner with AEs on growth strategy while owning customer activation and renewal readiness
- Leverage your skills to innovate and iterate on Customer Success programs to retain and grow customers while mitigating churn or contraction
- Document and share key findings/learnings with the broader Notion organization
Requirements
- 5+ years of success in your current Customer Success or Account Management role
- You have experience driving the end-to-end customer journey - from adoption to renewal
- Your strong discovery skills to uncover customer challenges and connect them to tailored solutions
- You are comfortable with technical concepts and can develop skills required to effectively build and implement AI workflows
- You are able to articulate value customers are receiving and present it effectively to senior audiences
- You are able to build Customer Success playbooks and new processes based on learnings
- You are able to work cross-functionally to solve customer problems creatively
- You are able to navigate ambiguity in a fast-paced and foundational team
Qualifications
- You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results
Nice to haves
- You are a power user of Notion
- You have experience working with a technical product and multiple commercial models (seats, usage)
- You've been a first or early hire at a fast growing start up
- You have experience using Notion at a past or current company