Scaled Customer Success Manager, DACH at Notion

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 Pixar, Mitsubishi, Figma, Plaid, Match Group, 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) and requests that employees spend the majority of their week in the office. 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 and connect them to tailored, scalable solutions - Experience designing programmatic engagement motions and at-scale outreach campaigns - Strong intrinsic motivation to be a top performer and contribute to a team - You have a growth mindset and thrive in the building stage of a nascent team - You're highly adaptable, easily acclimating to a rapidly changing business and industry - 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've built Customer Success playbooks or processes - You have experience with scaled programme management or building campaigns in Outreach or similar tools - You have experience working with multiple commercial models (seats, usage-based pricing) - You are a power user of Notion - You have experience using Salesforce and Gainsight - You've been a first or early hire at a fast-growing start-up We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you. Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, colour, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know. By clicking “Submit Application”, I understand and agree that Notion and its affiliates and subsidiaries will collect and process my information in accordance with Notion’s Global Recruiting Privacy Policy [Upgrade to PRO to see link] [Upgrade to PRO to see link] #LI-Onsite