Outcomes Architect Manager, Tokyo (Customer Success)

Who We Are Notion is the collaborative AI workspace where teams and agents think together. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion. Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last, and the belief that great work is still fundamentally human. Our goal isn’t to ship the next feature. Each and every team of Notinos is working to set the standard for how humans work together in the AI era. From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work. About The Role Notion is reimagining how customers adopt, expand, and realize value from software in an AI-native world. As a first-line leader directly managing a team of Outcomes Architects, you’ll own your team’s execution across workflow adoption, value realization, renewal readiness, expansion qualification, and at-risk account recovery — accountable for both the customer outcomes and the quality of execution that produces them. This isn’t a traditional Customer Success management role. The best OA Managers are coaches first: they know what great workflow discovery looks like, can review a mutual success plan and identify where value realization is breaking down, can inspect an executive business review and sharpen the value narrative, and can help an OA turn account activity into measurable customer and commercial outcomes. You’ll run an inspection cadence and cultivate a coaching culture that make consistent execution possible across the team. You’ll partner closely with Solutions Consultant leaders, Services, Support, Product, and RevOps to ensure customers move from workflow design to adoption, value realization, expansion, and renewal readiness. If you’re a builder who loves developing people as much as driving customer impact — and you want to lead a team in a post-sales motion that’s being redefined for the AI era — this is the role What You’ll Achieve • Own the Net Revenue Growth performance of your team’s book of business, accountable for both headline outcomes and the quality of execution that drives workflow adoption, value realization, renewal readiness, and expansion. • Coach OAs on the OA builder motion: AI Transformation Plans, build-beside workshops, value reviews, use-case consultations, and renewal processes. • Build and run the operating cadence for the team: metrics reviews, account support sessions, adoption and renewal-risk reviews, call coaching against the OA quality rubric, and forecast calls with senior leadership. • Hire, onboard, and certify new OAs to the GTM builder motion, driving readiness from ramp through consistent execution and managing performance with clarity when expectations are not met. • Partner closely with Solutions Consultant managers and leaders on strategy for expansion and renewal across shared accounts, ensuring clear ownership for flat and at-risk renewals. • Partner with Services leadership to identify complex implementation needs early, create clear handoffs, and ensure Services delivery accelerates workflow adoption and measurable value. • Set the standard for product, AI, and workflow fluency across the team so OAs can help customers navigate new ways of working and build durable systems in Notion. • Represent your team or region in leadership forums with clear signal on what's working, what needs investment, and where execution is breaking down • Uphold excellence by coaching to the global OA methodology, quality rubric, and activity KPIs. Skills You’ll Need to Bring • Frontline management experience leading customer-facing GTM teams in B2B software, ideally across Customer Success, Solutions Consulting, Technical Account Management, Professional Services, Account Management, or post-sales strategy. • Direct experience coaching teams through customer discovery, workflow design, adoption planning, value realization, renewals, expansion, or technical/workflow implementation. • Strong coaching orientation: you can review a customer call, account plan, mutual success plan, or executive value narrative and identify specifically what needs to change — not just whether the outcome was good, but why and how to improve it. • Commercial instincts at the team level: able to read account health, renewal risk, adoption depth, expansion potential, and customer sentiment, then drive urgency without micromanaging every account. • Deep customer-facing discovery instincts, with the ability to understand business problems, map workflows, and translate goals into practical adoption and implementation plans. • Experience operating in a shared account ownership model with Sales, Solutions, Services, Support, or Implementation teams. • Operational rigor: you know how to build inspection cadences, coaching rituals, performance standards, and accountability systems that improve execution across a team. • Ability to develop talent from onboarding through consistent performance, including hiring to profile, setting clear expectations, coaching skill gaps, and managing performance with clarity. • Executive communication skills: able to synthesize account patterns, customer risks, team performance, and cross-functional asks into clear signal for leadership. • Technical fluency and presence as a trusted advisor. You do not need to build every workflow yourself, but you should be able to understand Notion systems, coach workflow design, and help your team troubleshoot adoption blockers. • You operate with agency, urgency, and customer empathy, bringing structure to ambiguous problems and helping teams move from ideas to working systems. • You don’t need to be an AI expert, but you’re curious, hands-on, and willing to adopt AI tools to work smarter, coach better, and help customers deliver better outcomes. Nice to Haves • Experience managing in a consumption, usage-based, or product-led business where adoption signals matter as much as renewal or expansion outcomes. • Track record building high-performing frontline teams from an early stage: hiring to profile, structured onboarding, certification, coaching, and performance management. • Experience leading teams through GTM motion changes, coverage-model shifts, or evolving commercial ownership. • Experience working with flat, at-risk, or complex renewal accounts and helping teams return customers to a clear value path. • Experience partnering closely with Solutions Consulting, Sales, Services, or Implementation teams in a shared customer lifecycle model. • Familiarity with AI transformation, workflow automation, agents, or collaboration/work management software. A Note on AI You don’t need deep AI expertise for every role, but we do expect every Notino to be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real collaborator in their work. For some roles, AI fluency is a core requirement — when that’s the case, we'll say so explicitly in the qualifications. People who thrive here don’t treat AI as a novelty. They use it to think better, and make their work easier for others to build on. Equal Opportunity & Accommodations We hire talented people from a wide range of backgrounds. If you’re excited about this role but don’t meet every bullet, we still encourage you to apply. Notion is an equal opportunity employer and does not discriminate on the basis of any legally protected characteristic. Consistent with applicable law, we will consider for employment qualified applicants with arrest and conviction records. Notion provides reasonable accommodations during the application process; if you need one, please let your recruiter know. 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.