Manager, Commercial Outcome Architects (Customer Success)

The role

You will lead a team of Outcomes Architects to drive product adoption, retention, and expansion revenue in the Commercial segment. You will manage team performance, build KPI systems, and partner with cross-functional teams to refine the customer journey.

What you will do

• Increase team performance on adoption, retention, and customer value
• Recruit, train, and mentor a high-performing Outcomes Architect team
• Build and refine a consistent KPI/OKR system
• Partner with solutions consulting and forward deployed engineers
• Channel customer feedback into product development
• Drive new AI workflows and build beside customers to implement them
• Serve as the key extension for high-stakes customer engagements

Required qualifications

• 5+ years of people management experience for a CS, sales, SE or account management team
• Experience with large and strategic customers
• Experience with Fortune 500
• Experience working with technical stakeholders
• Experience driving AI adoption
• Can convey complex information to executives clearly and concisely and resolve tradeoffs
• Effective communicator across levels and audiences
• Strong leadership skills
• High ownership mentality
• Comfortable with the ambiguity and pace of iteration of an early-stage startup
• Growth mindset and thrive in the building stage of a nascent team

Nice to have

• Experience using Notion
• You've built new CS playbooks or processes
• Experience using Gainsight
• Experienced in hiring and training talent at scale

Benefits

• Cash compensation
• Equity

About the company

Notion is the collaborative AI workspace where teams and agents think together. Millions of individuals, small teams, and large companies run their work on Notion.