Enterprise Customer Success Manager, AMER

About the role

This role involves managing enterprise accounts, specifically Fortune 500 companies, to ensure their successful adoption and continued use of Notion's AI-powered collaborative workspace. The core responsibility is to drive growth, increase product usage, and secure renewals by demonstrating clear value and outcomes to clients. You will work to help customers integrate AI workflows effectively, ensuring they achieve tangible results from the platform.

A key aspect of this position is to contribute to the strategic development of the Customer Success function at Notion. This means not only executing on current customer needs but also helping to build foundational processes and playbooks. You will use insights from customer interactions to influence future product development, ensuring the platform evolves to meet enterprise demands.

Success in this role requires a proactive approach to the entire customer journey, from initial adoption through to renewal and expansion. You will need strong discovery skills to identify customer challenges and articulate how Notion's solutions, particularly its AI capabilities, can address them. Effectively presenting value to senior client audiences and collaborating cross-functionally within Notion to resolve complex issues are also critical.

The estimated total on-target earnings for this role, including base salary and incentive pay, range from $180,000 to $240,000.

Skills that matter here

• Customer Success: This role requires seven or more years of experience in Customer Success, specifically managing the full customer lifecycle from adoption to renewal.
• Account Management: Experience in Account Management is relevant, particularly in handling enterprise-level client relationships and driving expansion.
• discovery skills: The role demands strong discovery skills to identify customer challenges and align them with Notion's solutions.
• technical concepts: Comfort with technical concepts is necessary to understand and implement AI workflows for customers effectively.
• Customer Success playbooks: This position involves building new Customer Success playbooks and processes based on learnings from customer engagements.
• cross-functionally: The ability to work cross-functionally is needed to creatively solve customer problems by collaborating with internal teams.

Who this role suits

• A person with seven or more years of experience in customer success or account management, specifically with enterprise clients.
• Someone who enjoys navigating complex customer journeys, from initial adoption to securing renewals and driving expansion.
• An individual adept at identifying customer needs through strong discovery and translating those into valuable, AI-powered solutions.
• A professional who thrives in a fast-paced, foundational team environment and can help build new processes and playbooks.

From the employer

• Drive growth, adoption, retention, and expansion for a product people love.
• Help customers achieve real results through AI-powered workflows.
• Own renewal execution grounded in proven value and outcomes.
• Help build the foundations of Customer Success at Notion.
• Meaningfully shape our future product.
• Elevate your skills as we tackle our most impactful challenges.

• 7+ years of success in your current 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 can 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.
• Ability to work cross-functionally to solve customer problems creatively.
• Ability to navigate ambiguity in a fast-paced and foundational team.

• Competitive cash compensation, equity, and benefits.
• Estimated range for total on target earnings (including base salary and on target incentive pay) for this role is $180,000-$240,000.
• In-person collaboration is essential; work from the office on designated Anchor Days.