Notion Labs

1 month ago

Customer Experience Strategy & Operations Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Lead the design and execution of Notion’s CX strategy and operations at scale, partnering with CX leadership and cross-functional teams to identify customer needs, reduce friction, and accelerate value. Define KPIs, build forecasting/analytics, manage CX tech stack enhancements, and drive AI-enabled programs to improve efficiency and customer outcomes across digital and human touchpoints.

Location: New York, San Francisco

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Own the execution of the customer support strategy to ensure an exceptional CX at scale for all Notion users.
•Identify and implement operating frameworks to streamline CX operations including capacity planning, targeting, customer segmentation, and targeted CX engagements.
•Refine and track key performance metrics (CSAT, FRT, Churn, usage metrics) to measure CX effectiveness.
•Build forecasting/analytics to identify trends in demand, capacity, churn, and ticket volume and inform strategy.
•Oversee enhancements to CX tech stack (Zendesk, Gainsight, Decagon) and drive cross-functional CX programs.

Pay and Benefits

Perks:Equity

Key Requirements

•8+ years of experience in customer support and success strategy and operations.
•3+ years of people leadership experience.
•Strong project management skills with ability to manage multiple projects in a fast-paced environment.
•Excellent communication and interpersonal skills with ability to engage across levels, including C-Suite.
•AI-first approach with experience implementing digital/scaled programs to improve customer outcomes.

Experience:SaaSAI

Skills:CommunicationLeadershipProblem-solvingProject managementAnalytical thinking

Languages:English

Tech Stack:ZendeskGainsightDecagonAI

Company Brief

Notion Labs

Notion builds a customizable all-in-one workspace for notes, docs, databases, and collaboration, now adding AI-powered features and enterprise capabilities to serve teams and organizations worldwide.

Industry: Enterprise Software

Company Size: Large (251 to 1,000 employees)

Revenue: USD 500M to 1B

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2016

Glassdoor: 4.5

Website LinkedIn Glassdoor

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Notion Labs

1 month ago

Customer Experience Strategy & Operations Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: New York, San Francisco

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Own the execution of the customer support strategy to ensure an exceptional CX at scale for all Notion users.
•Identify and implement operating frameworks to streamline CX operations including capacity planning, targeting, customer segmentation, and targeted CX engagements.
•Refine and track key performance metrics (CSAT, FRT, Churn, usage metrics) to measure CX effectiveness.
•Build forecasting/analytics to identify trends in demand, capacity, churn, and ticket volume and inform strategy.
•Oversee enhancements to CX tech stack (Zendesk, Gainsight, Decagon) and drive cross-functional CX programs.

Pay and Benefits

Perks:Equity

Key Requirements

•8+ years of experience in customer support and success strategy and operations.
•3+ years of people leadership experience.
•Strong project management skills with ability to manage multiple projects in a fast-paced environment.
•Excellent communication and interpersonal skills with ability to engage across levels, including C-Suite.
•AI-first approach with experience implementing digital/scaled programs to improve customer outcomes.

Experience:SaaSAI

Skills:CommunicationLeadershipProblem-solvingProject managementAnalytical thinking

Languages:English

Tech Stack:ZendeskGainsightDecagonAI

Company Brief

Notion Labs

Notion builds a customizable all-in-one workspace for notes, docs, databases, and collaboration, now adding AI-powered features and enterprise capabilities to serve teams and organizations worldwide.

Industry: Enterprise Software

Company Size: Large (251 to 1,000 employees)

Revenue: USD 500M to 1B

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2016

Glassdoor: 4.5

Website LinkedIn Glassdoor