Customer Experience Strategy & Operations Lead

About the role

In this role, you will be responsible for designing and executing customer support strategies to ensure exceptional experiences for Notion users. You will leverage AI and analytics to streamline operations and enhance customer engagement, making a significant impact on how the company serves its clients.

You will work collaboratively with cross-functional teams, influencing decision-making and ensuring alignment with broader company goals. Success in this position involves refining key performance metrics, managing multiple projects, and continuously improving the customer journey.

The salary range for this role is between $230,000 and $260,000 per year, depending on various factors.

Skills that matter here

• customer support strategy and operations: This role requires extensive experience in developing and executing effective customer support strategies.
• project management: Strong project management skills are essential for managing multiple initiatives in a fast-paced environment.
• analytical skills: You will need to analyze data to track success and inform decision-making.
• communication: Excellent communication skills are necessary for collaborating with various teams and stakeholders.
• AI-first approach: Experience with AI and digital programs is important for enhancing customer outcomes and operational efficiency.

Who this role suits

• A seasoned professional with over 8 years in customer support and operations.
• Someone who thrives in high-growth environments and can manage multiple projects simultaneously.
• A strong communicator capable of engaging with diverse audiences from technical teams to executives.
• An analytical thinker who enjoys using data to drive improvements in customer experience.

From the employer

What You'll Achieve:

• Own the execution of the customer support strategy to ensure that the company provides an exceptional customer experience at-scale for all Notion users.
• Identify and implement operating frameworks to streamline customer support operations - including capacity planning, targeting setting, customer segmentation and targeted CX engagements, etc.
• Refine and track key performance metrics (CSAT, FRT, Churn, Usage metrics, etc.) to measure the effectiveness of customer support initiatives.
• Build a robust forecasting and analytics process to determine trends across demand, capacity, churn, ticket volume etc. -- and what we should do about it.
• Help project manage enhancements/changes to tech stack for CX (including Zendesk, Gainsight, Decagon, etc.).
• Influence decision making, problem solving, and programs for CX across programs, projects, and teams.
• Continuously automate and scale our customer journey, touch-points, triggers, and playbooks.
• Introduce and track new metrics to ensure our CX business is performing efficiently, predictably and effectively from a financial perspective.
• Operate as both an extension of the CX and RevOps Leadership teams to ensure cross-functional alignment with broader GTM and Company strategy.
• Set annual and semi-annual plans that create customer value at-scale: Guide and define headcount, opex, and OKRs.
• Serve as a strategic trusted advisor to Head of CX and CX Leadership team.

Skills You'll Need to Bring:

• 8+ years of experience in customer support and success strategy and operations.
• 3+ years of people leadership experience.
• Passion for improving the Customer Experience and Customer Value.
• Strong project management skills, with the ability to manage multiple projects simultaneously in a fast-paced, high-growth environment.
• Excellent communication and interpersonal skills. You are a skilled dots-connector and expert in working collaboratively with cross-functional teams to get things done. You’re experienced in communicating across levels and audiences, from technical ICs up to C-Suite and/or Board.
• Strong analytical skills, with the ability to analyze data and make data-driven syntheses, diagnose and scope problems, inform and gain buy-in to recommendations, and track success.
• AI-first approach — Experience implementing digital and/or scaled programs to increase efficiency while improving customer outcomes. AI-first approach towards building and implementing RevOps methodologies.

Nice to Haves:

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Experience leading customer support and success teams.
• Experience leading data engineering, AI and automation teams.
• Positive attitude and enthusiasm to make an impact!

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 experience and expertise, and may vary from the range provided below. For roles based in San Francisco or New York City, the estimated base salary range for this role is $230,000 - $260,000 per year.