Customer Experience Strategy & Operations Lead

Notion Labs
New York, San Francisco
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Leadership","Problem-solving","Project management","Analytical thinking"]

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.

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Notion Labs
Notion Labs
2 months ago

Customer Experience Strategy & Operations Lead

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Last checked: 20 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
Glassdoor: 4.5
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