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 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
- 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
- Ability to work cross-functionally to solve customer problems creatively
- Ability 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 startup
- You have experience using Notion at a past or current company