Customer Success Strategy & Operations Lead

Company: Tbwa Chiat/Day Inc
Location: San Francisco
Posted on: November 13, 2024

Job Description:

Customer Success Strategy & Operations LeadAbout 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. 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 two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day).About The Role:As Customer Success Strategy & Operations Lead, you will support the global Customer Success (CS) team and ensure our customers realize value with Notion. Our Customer Success team partners closely with Sales, Services, and Support to ensure our Sales-Assisted customers are successfully onboarded, adopt, and ultimately realize value with Notion across their entire lifecycle with us.In your role as CS Strategy & Ops Lead, you will both operate as a strategic advisor to the CS and Sales Leadership team as well as roll up your sleeves to execute on the core needs of the business. This means you will flex across visioning and strategy, program management and execution, through to operational efforts such as target-setting and headcount planning.What You'll Achieve:

• Operate as a trusted advisor to Customer Success and Sales Leadership teams.
• Own and continue to mature CS KPIs, Targets, and Incentives programs.
• Own and continue to mature CS's operational rigor (e.g. Operating Cadence, Reporting, Forecasting).
• Strategize and develop core best practices, leading indicators and early warning signals, playbooks, systems, and measurement strategies to support and scale execution.
• Lead analysis to understand the drivers behind performance, and strategies to improve.
• Support the evolution of our CS strategy, including segmentation and ratio-based modeling.
• Proactively identify opportunities to improve usage, revenue (Retention & Growth), and efficiency gains.
• Program manage key initiatives for CS, working across functions, time zones, and audiences.
• Support key CS-led initiatives such as Digital and Pooled (At-Scale) strategy & programming.
• Guide FY Planning & Strategy development, including headcount and investments strategy.
• Drive CS's technical innovation roadmap with cross-functional partners in BizTech & Data.
• Lead through influence across levels, teams, and time zones to get big things done with key partners such as Finance, Sales, Services, BizTech, Data, Deal Desk and more.Skills You'll Need to Bring:
  • Expertise in Customer Success, Go-to-Market Strategy & Operations, consulting, or similar proven experience in a scale-up environment.
  • Experience building and scaling stages of go-to-market maturity; Strong ability to diagnose, sequence, and prioritize efforts for highest-ROI outcomes.
  • Strong analytical and modeling skills.
  • Excellent at leading through influence, including with executives.
  • Proven results deploying strategies to drive outcomes in high-impact organizations.Nice to Haves:
    • Experience using statistics and/or SQL.
    • Program Management background and/or certification.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, color, 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.
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Keywords: Tbwa Chiat/Day Inc, Tracy , Customer Success Strategy & Operations Lead, Other , San Francisco, California