Customer Success Manager, Sydney

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 US 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 OpenAI, Toyota, Figma, Investment NSW, LinkTree, 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 three Anchor Days (Mondays, Tuesdays & Thursdays). 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 workshops to build workflows that solve their specific problems - with AI at the centre. 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 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 - Own post-sale customer lifecycle including onboarding, AI adoption, value delivery and renewal for a book of named accounts - Develop success plans to help every customer achieve desired objectives - Lead AI workshops to build and deploy workflows that solve specific business problems - Develop Notion champions and advocates within book of named accounts - Conduct business reviews with senior stakeholders to communicate value received - Partner with AEs on growth strategy within existing accounts - identify and qualify expansion opportunities - Innovate on Customer Success programs to retain and grow customers; document and share learnings with the broader organisation - Learn our product inside and out - share key findings/learnings with Product team to influence roadmap SKILLS YOU'LL NEED TO BRING - 5+ years of success in Customer Success or Account Management - You have experience driving the end-to-end customer journey - from adoption to renewal - Str