Manager, Scaled Customer Success

Notion • San Francisco, CA

2d • $190,000 - $225,000 • Onsite

About The Position

We are looking for a motivated Scale Customer Success (CS) Leader with an entrepreneurial and building spirit to join the GTM Team. As a Scale CS Leader, you will play an important role defining/iterating on our CS motions, providing customer feedback to help share our roadmap, driving increased adoption, owning ongoing value delivery, and and generating expansion revenue to grow our business. You will own the strategy and execution of your team’s segment.

Requirements

• 3+ years as a direct CS leader or manager
• Can convey complex information to executives clearly and concisely and resolve tradeoffs
• Effective communicator across levels and audiences
• Strong leadership skills with a focus on empowerment, positive-mindsets, collaboration and ability to inspire a team of direct reports
• High ownership mentality
• Comfortable with the ambiguity and pace of iteration of an early-stage startup
• Growth mindset and thrive in the building stage of a nascent team
• 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've been a first or early hire at a fast growing start up before
• You've got strong technical chops
• You have experience using Notion
• You've built new CS playbooks or processes
• Experience using Gainsight
• Experienced in hiring and training talent at scale

Responsibilities

• Increase Team Performance on Adoption, Retention, and Customer Value: Your role centers on upleveling the team to boost product adoption, retention, customer value, and satisfaction through effective retention strategies and churn prevention in the Mi-dMarket segment. You'll implement initiatives that align with customer goals to deliver both immediate and long-term success.
• Team Leadership and Development: As a leader, you'll recruit, train, and mentor a high-performing Customer Success team that embodies our core values and operational goals. Through clear expectations and thoughtful coaching, you'll help team members unlock their potential and foster a culture of excellence in customer interactions. You'll also drive foundational growth by addressing key challenges, enhancing team capabilities, and building a world-class CS function.
• Data-Driven Insights and Operational Excellence: You will build and refine a consistent KPI/OKR system that enables data-driven decisions to identify risks, trends, and opportunities. Your work will establish scalable processes, tools, and metrics to create operational excellence across all customer success initiatives.
• Cross-Functional Collaboration and Partnerships: You will partner with Sales and Solutions Engineering teams to ensure smooth customer onboarding and continuously refine the customer journey to drive long-term success. You will also bridge the gap between customers and internal teams by channeling feedback into product development, ensuring continuous improvement of the platform.
• Resource and Enablement Development: You and your team will create and deliver educational materials, resources, and success plans to help customers reach their goals. Through scalable enablement strategies, you'll guide customers to maximize platform value and boost satisfaction. Your resources will ensure reliable, exceptional customer outcomes across the board.
• Critical Issue Resolution and Strategic Impact: You will serve as the key escalation point for high-stakes customer issues, guiding your team to resolve complex challenges swiftly and effectively. Your leadership will both ensure exceptional customer support and drive the company's long-term growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed