Manager, Commercial Outcome Architects (Customer Success)

About this role

Lead Notion’s Commercial Outcomes Architect team, a function combining customer success, relationship management, and solutions engineering. Drive customer adoption, retention, value delivery, and expansion while helping customers implement AI-powered workflows.

About the company

Notion builds an all-in-one workspace for notes, docs, wikis, and project management. It serves individuals and teams that want connected knowledge and work in one place.

The team

Commercial Outcomes Architect team, within the GTM organization.

What you'll do

• Lead, recruit, train, and develop a high-performing Outcomes Architect team.
• Improve product adoption, customer retention, satisfaction, and value; oversee a subset of renewals.
• Build and refine KPI and OKR systems to surface risks, trends, and growth opportunities.
• Partner with solutions consulting and forward deployed engineering on onboarding and the customer journey.
• Channel customer feedback to internal teams to inform product development.
• Help customers adopt AI workflows and implement new ways of working.
• Represent the team in high-stakes customer engagements, including business reviews.

What we're looking for

• At least 5 years of people-management experience leading a customer success, sales, solutions engineering, or account management team.
• Experience with large strategic customers, including Fortune 500 organizations.
• Experience working with technical stakeholders and driving AI adoption.
• Able to communicate complex information clearly to executives and resolve tradeoffs.
• Strong communication, leadership, ownership, and collaboration skills.
• Comfort with ambiguity, fast iteration, and building a nascent team.

Nice to have

• Experience using Notion.
• Experience building customer success playbooks or processes.
• Experience using Gainsight.
• Experience hiring and training talent at scale.