Notion
SaaS
CustomerSuccessStrategy&OperationsManager
“Customer Success Strategy & Operations Manager at Notion. Skills: Customer Success Operations, Strategy, Analytics, Process Improvement. Design and optimize customer journey. Build frameworks for business outcomes”
What You'll Achieve.
Accelerate customer value; Accelerate revenue; Accelerate team productivity; Ensure customers realize value; Retain and grow customers; Achieve CS goals; Improve outcomes systematically; Run business smoothly today; Make right big bets for tomorrow; Monitor and report on segment performance; Enable data-driven decisions
Industry & Context.
First principles problem solver; Dimensionalizes problems; Demonstrates history of lateral thinking; Lead analyses to understand performance drivers
Work from office on Mondays, Tuesdays and Thursdays
What They're Looking For.
Must Have
5+ years working in Customer Operations and/or Strategy in a high growth SaaS model, analytical skills, AI-native approach to building workflows, insights, and end-to-end systems between humans & agents, High EQ, Senior presence, First principles problem solver, Hands on, Ownership, Notion power user or desire to learn, BA / BS required
Nice to Have
Customer-facing experience on an account team (Onboarding, CS, Account Management, etc.), Experience with statistical methods, SQL, Tableau, Python and/or other advanced analytics and BI/Dashboarding, Experience using Zendesk, Gainsight and Salesforce, Experience using Notion, History of promotions or progressive responsibilities at work
What You'll Do.
Design and optimize customer journey
Build frameworks for business outcomes
Establish indicators of customer health
Develop analyses for CS strategy
Design and build resource allocation model
Define segment-specific coverage models
Develop and mature operating rhythm
Design and maintain core processes
Streamline team operations
How You'll Work.
Team & Collaboration
Partner cross-functionally to refine journey; Lead through influence across GTM Leadership, BizTech, Data, Finance; Partner with GTM and RevOps Leadership; Partner with RevOps, GTM Leads and BizTech; Partner with Data and BizTech
Communication Scope
Communicate complex information to executives clearly; Effective communicator across levels and audiences
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