Customer Success Manager, Enterprise, UK in London

About Us: Notion helps you build beautiful tools for your 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. Millions of users, from individuals to large organisations 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: Drive adoption, retention, and expansion for a product people love that solves real problems: You'll work with a mix of customers who are deploying Notion across their company to solve for problems with collaboration and async work, using Notion as a knowledge base and a home for their project management. Serve as the customer's trusted advisor and product expert: You'll host training, onboarding, and working sessions to educate our customers and dig deep into new use cases of Notion. Help build the foundations of Customer Success at Notion: As an early member of our team, you'll be instrumental in helping define 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.

What You'll Achieve: Drive onboarding, adoption, utilisation, and growth in Notion's existing customer base by owning specific customer accounts. Learn our product inside and out and help your customers drive business outcomes. Proactively identify customers who aren't maximising their opportunity with our product/service and reach out to create an action plan to help them achieve success. Partner with the Sales team on accounts to expand use cases and create stickier customers. Collaborate with our Sales team to realise successful renewals and expansions. Innovate and iterate on Customer Success programs to retain and grow customers while mitigating churn or contraction. Surface opportunities to expand existing accounts when it's right for the customer. Document and share key findings/learnings with broader Notion organisation.

Skills You'll Need to Bring: You have 5+ years experience of Customer Success at a fast growing software company with a track record of high achievement. You're highly adaptable, easily acclimating to a rapidly changing business and industry. You have a growth mindset and view setbacks as learning opportunities, not failures. Strong intrinsic motivation to be a top performer and contribute to a team. You can put yourself in others' shoes and see situations from perspectives other than your own. You're motivated by seeing others succeed and grow when you partner with them. You love getting to know new people and helping them solve their business problems. 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 have experience training users of SaaS products. You have experience working with user communities. You've been an early customer success hire at a fast growing start up before. You've got strong technical chops. You have experience using Notion. You have experience using tools like Gainsight, Outreach, Salesforce.

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you're excited about a role but your past experience doesn't align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you're a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, colour, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.