Scaled Customer Success Manager, DACH

WHO WE ARE Notion is the collaborative AI workspace where teams and agents think together https://www.youtube.com/watch?v=vkpYpWfEK5s. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion. Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last, and the belief that great work is still fundamentally human. Our goal isn’t to ship the next feature. Each and every team of Notinos is working to set the standard for how humans work together in the AI era. From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work. ABOUT THE ROLE - Drive AI adoption, value delivery, and renewals at scale for a product people love: Fortune 500 companies use Notion to run huge teams — but your friends and family can also use it to take notes, display photos, and more. - Help customers achieve real results through AI-powered workflows: You'll partner with customers to identify their goals, then guide them through scalable training and working sessions to build workflows that solve their specific problems — with AI at the center. - Own renewal execution grounded in proven value and outcomes: As customer value becomes increasingly tied to workflow adoption and business results, lead renewals by translating demonstrated outcomes into renewal readiness — even across a large, diverse book of business. - Help build the foundations of Customer Success at Notion: As a key member of our Scaled CS team, you'll be instrumental in defining, refining, and scaling our commercial motion across a high-volume portfolio. - 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 - Manage a large portfolio of commercial accounts, driving adoption, retention, and expansion at scale. - Drive AI adoption and value delivery through scalable programs, digital outreach campaigns, and at-scale workshop delivery. - Own renewal execution across your book — qualifying renewal readiness, identifying risk early, and translating customer outcomes into commercial conversations. - Identify and qualify expansion opportunities within existing accounts, partnering with AEs on growth strategy while owning customer activation. - Design and run at-scale outreach campaigns to key points of contact to assist with Notion adoption and workflow maturity. - Co-build lightweight customer success plans to help customers achieve desired objectives, with a focus on measurable outcomes. - Learn our product inside and out — including AI capabilities and usage-based pricing — and help your customers drive business outcomes. - Innovate and iterate on Scaled CS programs to retain and grow customers while mitigating churn or contraction. - Document and share key findings and learnings with the broader Notion organisation. SKILLS YOU'LL NEED TO BRING - 3+ years of experience in a Customer Success or Account Management role at a fast-growing software company - Fluency in German - Experience driving the end-to-end customer journey — from onboarding and adoption through to renewal - Proven track record of managing a large volume of accounts with strong commercial outcomes - Ability to articulate the value customers are receiving and present it effectively to business stakeholders - Comfort with technical concepts and the ability to develop skills required to build and implement AI workflows - Strong discovery skills to uncover customer challenges