Senior Customer Success Manager responsible for the complete customer journey in a B2B SaaS startup. Driving client satisfaction and engagement throughout onboarding, support, and account management.
About the role
- Customer-focused leader overseeing Customer Success across EMEA at Notion. Developing strategies, leading teams, and ensuring customer satisfaction through effective adoption and expansion.
Responsibilities
- Develop and implement strategies for the EMEA Customer Success organization.
- Lead and develop a team of CSMs across the EMEA region.
- Partner with Sales, Solutions Engineering, and Professional Services for customer onboarding.
- Drive executive relationships with key customers, gathering feedback for product improvements.
- Build and refine a KPI/OKR system for data-driven decisions; monitor customer health metrics.
- Drive retention and expansion across a multi-million dollar book of business.
- Use customer success management platforms to streamline processes.
Requirements
- 8+ years of experience leading Customer Success or GTM functions within a fast-growing SaaS environment.
- Experience managing diverse customer segments—from Commercial to Enterprise.
- Customer-centric and passionate about understanding customer organizations.
- Data-driven and able to set KPIs for the organization.
- Operational rigor and systems thinking across the customer lifecycle.
- Highly adaptable and thrive in a rapidly changing business environment.
- Ready to drive adoption and usage to maximize net dollar retention across EMEA.
Benefits
- In-person collaboration is essential to Notion's culture.
- Equal opportunity employer.
- Commitment to providing reasonable accommodations for qualified individuals with disabilities.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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