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Notion is hiring a Scaled Customer Success Manager (titled "Outcomes Architect") for the London office to drive adoption, value realization, and renewal outcomes for a portfolio of named accounts. You'll own workflow adoption and value delivery for customers that are flat, at-risk, or need a stronger path to measurable impact, partnering closely with Solutions Consultants on account strategy, expansion qualification, and planning.
Key responsibilities include: driving workflow adoption and value realization for your book of named accounts; contributing directly to net revenue retention (NRR) with predictable renewal and expansion pipeline; partnering with Solutions Consultants on strategy for expansion and renewal; defining and maintaining mutual success plans that guide customers through AI transformation and demonstrate ROI to executives via periodic business reviews; facilitating use-case consultations to identify new workflow opportunities; identifying opportunities to engage Services for complex implementations; and helping build and deliver Outcomes Architect programs across Notion's install base.
You'll need experience driving customer adoption, value realization, renewals, or expansion in B2B software; strong customer-facing discovery instincts and ability to map workflows into practical implementation plans; technical fluency and presence as a trusted advisor (capable of co-design, configuring, and troubleshooting Notion workspaces); commercial awareness and ability to partner on renewal risk and expansion potential; ability to design workflows that drive usage-based consumption; strong program and stakeholder management skills; and agency, urgency, and customer empathy.
Nice-to-haves include prior experience in customer success, solutions consulting, implementation, or technical account management for productivity/collaboration software; experience with flat, at-risk, or complex renewal accounts; experience in shared account ownership models; and experience designing repeatable customer programs and playbooks.
Notion is a collaborative AI workspace where teams and agents think together. The company is reimagining how customers adopt, expand, and realize value from software in an AI-native world. You'll be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real collaborator in your work.
