Mid-Market Customer Success Manager, AMER

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 1. Drive growth, adoption, retention, and expansion for a product people love that solves real problems: 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. 2. Help customers achieve real results through AI-powered workflows: You'll partner with customers to identify their goals, then guide them through hands-on training and working sessions to build workflows that solve their specific problems—with AI at the center. 3. 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. 4. Help build the foundations of Customer Success at Notion: As an early member of our Enterprise team, you'll be instrumental in helping define, refine, and scale our motion. 5. 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. 6. 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 - Drive AI adoption, value delivery, and renewals for a book of named accounts. - Shape customer outcomes, strengthen partnerships, and contribute directly to predictable revenue. - Lead AI workshops to build and deploy workflows that solve specific business problems. - Identify and qualify expansion opportunities within existing accounts. - Co-build customer success plans to help every customer achieve desired objectives. - Partner with AEs on growth strategy while owning customer activation and renewal readiness. - Learn our product inside and out and help your customers drive business outcomes. - Innovate and iterate on Customer Success programs to retain and grow customers while mitigating churn or contraction. - Document and share key findings/learnings with the broader Notion organization. SKILLS YOU'LL NEED TO BRING - 5+ years of success in your current Customer Success or Account Management role - You have experience driving the end-to-end customer journey - from adoption to renewal - Strong discovery skills to uncover customer challenges and connect them to tailored solutions - You are comfortable with technical concepts and can develop skills required to effectively build and implement AI workflows - Ability to articulate value customers are receiving and present it effectively to senior audiences - Ability to build Customer Success playbooks and new processes based on learnings - Ability to work cross-functionally to solve customer problems creatively - Ability to navigate ambiguity in a fast-paced and foundational 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 are a power user of Notion - You have experience working with a technical product and multiple commercial models (sea