Tbwa Chiat/Day Inc
Customer Strategy & Operations Manager
Tbwa Chiat/Day Inc, San Francisco, California, United States, 94199
About Us:
We're on a mission to make it possible for every person, team, and company to tailor their software to solve any problem and take on any challenge. At Notion, we want to change this with focus, design, and craft. We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide. Notion is an in-person company, currently requiring its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day). About The Role:
In your role as Strategy & Operations partner, you will support the Customer Success (CS) and Customer Experience (CX) teams to accelerate customer value, revenue, and team productivity. CS is responsible for ensuring Sales-Assisted customers realize value with Notion. CSMs engage with customers across onboarding, adoption, retention, and growth phases of the customer journey. CX is responsible for supporting and delighting Notion’s entire 100MM+ user base. This is powered by an internal team operation that spans across Vendor Operations, In-House Support, User Operations (Launch Readiness, Bugs, Product Interlock) & Scaled Support (AI, Self-Service, Learning & Content). In this position, you will be at the core of helping CS & CX achieve their goals, ultimately ensuring our customers realize value, retain, and grow. You will own, maintain, and improve our core capacity and forecast models. You will lead analyses that help us understand the “why” behind performance and guide what we can do to improve. You will own and innovate on operating procedures to ensure a predictable and precise business cadence. What You'll Achieve:
Strategic Partnership & Global Influence : Develop analyses that help design, set, and measure strategy for global Customer Success and Customer Experience. Present optionality to leadership to inform the right big bets for annual and in-year plans. CS Segmentation, Coverage & Resource Modeling : Design, build, and manage a model that guides resource allocation globally by segment. CX Volume & Capacity Forecasting:
Execute and deliver monthly forecast, offering strategic recommendations for headcount, staffing, and capacity. Operating Cadence : Develop and mature a rigorous, consistent, predictable operating system for CS & CX. Data, Process & Tooling:
Design and maintain core processes, e.g., attainment reporting, forecast vs. actuals, and At Risk Account Reviews. Skills You'll Need to Bring:
1-3 years working in Customer Strategy, Revenue Strategy, Business Operations, or similar strategic function in SaaS. 1-3 years in management consulting, hedge fund investing, or equivalent role. Strong analytical skills -- can model any operational question full cycle (develop assumptions and output). High EQ -- works well with stakeholders, gains trust, enjoys working with people. Senior presence -- can convey complex information to executives clearly and concisely. First principles problem solver -- dimensionalizes problems, demonstrates history of lateral thinking. Hands-on -- extensive experience and interest in building from scratch. Ownership -- high ownership mentality demonstrated by developing projects of >6-12 months length. Notion power user or desire to learn. BA / BS required. Nice to Haves:
Bachelor’s degree in Computer Science, Economics, Mathematics, Engineering, or other quantitative field. Experience with statistical methods, SQL, Tableau, Python, and/or other advanced analytics and BI/Dashboarding. Experience supporting Customer Success, Customer Experience, Support, Self-service, AI & Digital efforts. Experience using Zendesk, Gainsight, and Salesforce. Experience using Notion. History of promotions or progressive responsibilities at work. 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. 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.
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We're on a mission to make it possible for every person, team, and company to tailor their software to solve any problem and take on any challenge. At Notion, we want to change this with focus, design, and craft. We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide. Notion is an in-person company, currently requiring its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day). About The Role:
In your role as Strategy & Operations partner, you will support the Customer Success (CS) and Customer Experience (CX) teams to accelerate customer value, revenue, and team productivity. CS is responsible for ensuring Sales-Assisted customers realize value with Notion. CSMs engage with customers across onboarding, adoption, retention, and growth phases of the customer journey. CX is responsible for supporting and delighting Notion’s entire 100MM+ user base. This is powered by an internal team operation that spans across Vendor Operations, In-House Support, User Operations (Launch Readiness, Bugs, Product Interlock) & Scaled Support (AI, Self-Service, Learning & Content). In this position, you will be at the core of helping CS & CX achieve their goals, ultimately ensuring our customers realize value, retain, and grow. You will own, maintain, and improve our core capacity and forecast models. You will lead analyses that help us understand the “why” behind performance and guide what we can do to improve. You will own and innovate on operating procedures to ensure a predictable and precise business cadence. What You'll Achieve:
Strategic Partnership & Global Influence : Develop analyses that help design, set, and measure strategy for global Customer Success and Customer Experience. Present optionality to leadership to inform the right big bets for annual and in-year plans. CS Segmentation, Coverage & Resource Modeling : Design, build, and manage a model that guides resource allocation globally by segment. CX Volume & Capacity Forecasting:
Execute and deliver monthly forecast, offering strategic recommendations for headcount, staffing, and capacity. Operating Cadence : Develop and mature a rigorous, consistent, predictable operating system for CS & CX. Data, Process & Tooling:
Design and maintain core processes, e.g., attainment reporting, forecast vs. actuals, and At Risk Account Reviews. Skills You'll Need to Bring:
1-3 years working in Customer Strategy, Revenue Strategy, Business Operations, or similar strategic function in SaaS. 1-3 years in management consulting, hedge fund investing, or equivalent role. Strong analytical skills -- can model any operational question full cycle (develop assumptions and output). High EQ -- works well with stakeholders, gains trust, enjoys working with people. Senior presence -- can convey complex information to executives clearly and concisely. First principles problem solver -- dimensionalizes problems, demonstrates history of lateral thinking. Hands-on -- extensive experience and interest in building from scratch. Ownership -- high ownership mentality demonstrated by developing projects of >6-12 months length. Notion power user or desire to learn. BA / BS required. Nice to Haves:
Bachelor’s degree in Computer Science, Economics, Mathematics, Engineering, or other quantitative field. Experience with statistical methods, SQL, Tableau, Python, and/or other advanced analytics and BI/Dashboarding. Experience supporting Customer Success, Customer Experience, Support, Self-service, AI & Digital efforts. Experience using Zendesk, Gainsight, and Salesforce. Experience using Notion. History of promotions or progressive responsibilities at work. 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. 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.
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