Digital Customer Success Program Manager, EMEA
3 days ago
We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.
We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.
Notion is an in-person company, and currently requires its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day).
About The Role:At Notion, our customers are our top priority and we strive to make them love our product as much as we do. The main role of our Customer Success team is to ensure a top-notch experience for our customers, focusing on driving product adoption and usage through a variety of strategies aimed at maintaining a robust account health score. We also work closely with our Sales team to manage renewals and expand our account base, contributing to Notion's global growth.
We are on the lookout for a dynamic Digital Customer Success Program Manager who is deeply passionate about cultivating exceptional user experiences and driving value through digital engagement. If you are someone who thrives in a vibrant, startup-like environment, enjoys the challenge of analyzing user data to craft impactful programs, and values cross-functional teamwork, we invite you to be a part of our mission.
What You'll Do:As a Digital Customer Success Program Manager at Notion, you will play a pivotal role in shaping and delivering digital success strategies to our diverse customer base.
Your responsibilities will include:
- Analyzing user engagement metrics to identify trends, opportunities for product adoption, and potential risks, ensuring our users are gaining the most value from Notion.
- Designing, scaling, and automating programs that lead to ideal success milestones across the customer journey, with a specific focus on customer onboarding.
- Developing and executing digital engagement programs across various platforms (such as web, email, and Slack) to enhance user adoption and stickiness in the product, including content creation, A/B testing, and performance monitoring.
- Implementing targeted digital campaigns and tools tailored to different user segments and industries, aimed at driving broader adoption and deeper engagement with Notion's platform.
- Building scalable assets and resources that can be leveraged across all customer segments and tiers of CSMs.
- Crafting and maintaining essential resources like workflows and playbooks to support program execution.
- Leading cross-functional initiatives, working closely with teams such as Customer Success, Sales, Growth Marketing, and Product Marketing to align on user success strategies and initiatives.
- Drive adoption and expansion for a product people love that solves real problems: Some of the world's largest companies use Notion to run huge teams — but your friends and family can also use it to take notes, display photos, and more. Some non-profits even use it to conserve wildlife
- Help build the foundations of Customer Success at Notion: As an early member of our sales/success team, you'll be instrumental in helping define our sales-assisted motions.
- Drive 1 to many experiences to serve as the customer's trusted advisor and product expert: You'll build digital programs to educate our customers and dig deep into new use cases of Notion.
- 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.
- You have a track record of high achievement in your current Marketing or Customer Success roles
- You have a growth mindset and view setbacks as learning opportunities, not failures
- You have exceptional analytical skills, with a knack for identifying trends and insights from data, and the ability to translate these into actionable strategies
- You're highly adaptable, easily acclimating to a rapidly changing business and industry
- Strong intrinsic motivation to be a top performer and contribute to a team
- You've got strong technical and copywriting chops - you have built content before
- You have excellent organizational and program management capabilities
- You've been an early CS hire at a fast-growing startup before
- You are familiar with Customer Success platforms like Gainsight, CRM systems, or marketing automation tools
- You have experience using Notion
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, color, 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.
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