CS/CX Strategy and Operations, Notion

$170-200k

Senior level
New York
San Francisco Bay Area

2+ days a week in office

Notion

The connected workspace for your docs, projects, knowledge, and AI

Job no longer available

Notion

The connected workspace for your docs, projects, knowledge, and AI

1001+ employees

B2BInternal toolsProductivitySaaSProduct Management

Job no longer available

$170-200k

Senior level
New York
San Francisco Bay Area

2+ days a week in office

1001+ employees

B2BInternal toolsProductivitySaaSProduct Management

Company mission

To help everyone build beautiful tools for their life’s work.

Role

Who you are

  • Will need to have strong project management skills, excellent communication and interpersonal skills, and be able to work collaboratively with cross-functional teams
  • 5+ years of experience in customer support and success strategy and operations
  • Strong project management skills, with the ability to manage multiple projects simultaneously in a fast-paced, high-growth environment
  • Excellent communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams; Experience managing a team of customer support and success professionals
  • Strong analytical skills, with the ability to analyze data and make data-driven decisions to diagnose and scope problems, implement recommendations, and track success
  • Experience designing and launching large-scale enablement initiatives that involve varied audiences and cross-functional stakeholders

Desirable

  • Bachelor's degree in Business Administration, Marketing, or a related field
  • Positive attitude and enthusiasm to make an impact!

What the job involves

  • The CX/CS Strategy & Ops Lead is responsible for carrying out the customer support and success strategy to ensure that the company provides an exceptional customer experience
  • They will partner with cross-functional teams to identify and prioritize customer needs, pain points, and opportunities for improvement, and develop and implement processes and procedures to streamline customer support and success operations
  • The CX/CS Strategy & Ops Lead will define and track key performance metrics to measure the effectiveness of customer support and success initiatives and stay up to date on industry trends and best practices in customer support and success
  • Own the execution of the customer support and success strategy to ensure that the company provides an exceptional customer experience
  • Develop and implement processes and procedures to streamline customer support and success operations - including capacity planning, defining CS and CX engagements based on segmentation, target setting etc
  • Refine and track key performance metrics (CSAT, FRT, Churn, Usage metrics, etc.) to measure the effectiveness of customer support and success initiatives
  • Build a robust forecasting process to determine trending towards targets across usage, churn, ticket volume etc
  • Help project manage enhancements/changes to tech stack for CS and CX (including Zendesk and Gainsight)
  • Influence decision making and problem solving for CS and CX across programs, projects, and teams
  • Drive programs and initiatives for our Customer Success team in order to continually achieve better results in retention, expansion, advocacy and customer experience
  • Continuously iterate and improve our customer journey, touch-points, triggers, and playbooks in order to scale our business offerings

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Insights

Top investors

183% employee growth in 12 months

Company

Company benefits

  • Dog-friendly office
  • 401k matching
  • Parental leaave
  • Free lunches
  • Equipment stipend
  • Monthly commuter credits
  • Work from home opportunities
  • Health insurance

Funding (last 2 of 3 rounds)

Oct 2021

$275m

LATE VC

Apr 2020

$50m

LATE VC

Total funding: $335m

Our take

Managing busy workflows using fragmented systems can be a headache for both individuals and businesses. Notion aims to combat this problem by enabling users to work from one central hub, customizing their workflows to suit their exact needs. This includes managing files, scheduling tasks, saving documents, writing to-do-lists, and setting reminders.

The company counts enterprise companies such as McDonald’s, The Wall Street Journal, Verizon, Samsung, and IBM as its customers. In spite of economic uncertainty, Notion reached a $2 billion valuation in 2020, helped by record signups as more people were forced to work from home. Its value has since risen to over 5 times this value, an impressive reflection of its success.

The company has made a number of strategic acquisitions that, coupled with its enormous market value and enviable customer list, have Notion well-placed to continue dominating the market. That being said, the launch of Microsoft-built competitor Loop at the end of 2023 will put Notion's market dominance to the test.

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Steph

Company Specialist at Welcome to the Jungle