Digital Customer Success Program Manager

ABOUT US: Notion helps you build beautiful tools for your life’s work. In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work. Millions of users, from individuals to large organizations like Toyota, Figma, and OpenAI, love Notion for its flexibility and choose it because it helps them save time and money. In-person collaboration is essential to Notion's culture. We require all team members to work from our offices on Mondays, Tuesdays and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in-office workdays. ABOUT THE ROLE: The Digital CS team is building the next generation of scalable customer outcomes — designed to drive value across thousands of accounts and directly enable our CSM 2.0 strategy. This role is the operational backbone of that vision. You’ll design systems, build automation, and run experiments that turn strategy into scalable programs. You’ll join a small, high-impact team building this function from the ground up globally. WHAT YOU'LL ACHIEVE: - Build and optimize the global automated customer journey for the digital segment — segmentation logic, trigger architecture, and lifecycle programs. - Design and run experimentation loops for AI-powered engagement — guardrails, success metrics, and criteria for when to pivot a program. - Architect the attribution layer for Digital CS in partnership with Data Science to measure business impact. - Partner cross-functionally with Product, RevOps, Data Science, Enablement, and Marketing to align tooling, customer communications, and program design with scaled outcomes. - Own program reporting and iteration cadence — running the experimentation loop, surfacing insights, and making data-driven recommendations on where to invest and what to sunset. SKILLS YOU'LL NEED TO BRING: - 5-7+ years in Digital CS, Operations, Lifecycle Marketing, Growth, or Customer Success — with hands-on experience building scaled customer programs. - Systems-level thinking: you can translate a strategic objective into action by defining the requirements, scoping the intended impact , and building the measurement framework. - Fluency with AI-powered customer engagement — you've worked with chatbots, custom agents, or in-product AI experiences and can translate emerging capabilities into scalable program design. - Track record of cross-functional influence, particularly partnering with Data Science and Engineering teams to build infrastructure that didn't exist before. - Strong communication skills — you can present a program business case to leadership and write a tight requirements doc for a cross-functional partners. - Bias toward building new things, not just optimizing existing programs. NICE TO HAVES: - Experience with segmentation and coverage model design, cost-to-serve analysis, or capacity planning. - Comfort designing global programs that scale across regions thoughtfully. - Familiarity with experimentation and A/B testing methodologies as applied to customer programs. We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you. Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know. Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in San Francisco, the estimated range for total on target earnings (including base salary and on target incentive pay) for this role is $170,000 - $210,000 per year. By clicking “Submit Application”, I understand and agree that Notion and its affiliates and subsidiaries will collect and process my information in accordance with Notion’s Global Recruiting Privacy Policy https://notion.notion.site/Notion-Global-Recruiting-Privacy-Policy-fc3eb4e829354a26a2bb6fd5e289b550. https://dev.notion.so/a3ce416456924276a59de91bca740028?pvs=21 #LI-Onsite