Customer Strategy & Operations Manager

Company: Tbwa Chiat/Day Inc
Location: San Francisco
Posted on: March 22, 2025

Job Description:

We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. 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, and currently requires 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. In practice, 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. And you will own and innovate on operating procedures to ensure a predictable and precise business cadence. Ultimately, your work will help our business run smoothly today - and make the right big bets for tomorrow.We are looking for someone who is a first-principles thinker, has strong analytical skills, and is effective at building cross-functional partnerships. This person should be excited to dive into analyses, modeling and process improvement - as well as have a high sense of ownership, track record of building from scratch and ability to communicate across levels and audiences to get things done.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. Lead through influence across GTM Leadership, BizTech, Data, Finance and more to deliver results.
• CS Segmentation, Coverage & Resource Modeling: Design, build and manage a model that guides resource allocation globally by segment. Partner with GTM and RevOps Leadership to define segment-specific coverage models and highest-impact activities across the customer lifecycle, linking to revenue outcomes. Monitor and report on segment performance.
• CX Volume & Capacity Forecasting: Execute and deliver monthly forecast, offering strategic recommendations for headcount, staffing and capacity. Drive analysis guiding our Annual Plan across vendor and in-house teams. Guide strategic investments such as specialization, tiering and routing strategies. Lead global workforce management optimization.
• Operating Cadence: Develop and mature a rigorous, consistent, predictable O/S for CS & CX. Build KPI reviews that identify risks and trends, enabling data-driven decisions across all levels. Generate insights about performance and drivers to guide critical decisions. Partner with RevOps, GTM Leads and BizTech to establish robust global operating processes.
• Data, Process & Tooling: Design and maintain core processes, e.g. attainment reporting, forecast vs. actuals and At Risk Account Reviews. Partner with Data and BizTech to streamline daily team operations while providing leadership with comprehensive insights - leveraging tools such as Zendesk, Assembled, Gainsight, Salesforce, Tableau and Hex.Skills You'll Need to Bring:
  • 4-7 years working in Customer Strategy, Revenue Strategy, Business Operations, or similar strategic function in SaaS
  • 2-4 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; can resolve tradeoffs. Effective communicator across levels and audiences
  • 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 -- prior Notion experience is not required, but you have the ability and desire to become a pro
  • BA / BS requiredNice 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 workWe 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.
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Keywords: Tbwa Chiat/Day Inc, San Francisco , Customer Strategy & Operations Manager, Executive , San Francisco, California