Outcomes Architect, Italy (Customer Success)

ABOUT THE ROLE

Notion is reimagining how customers adopt, expand, and realize value from software in an AI-native world. As an Outcomes Architect, you’ll be the build-beside partner who helps customers turn ambition into working systems inside Notion. You’ll own workflow adoption, value delivery, and renewal outcomes for a book of named accounts, with a focus on customers that are flat, at-risk, or need a stronger path to measurable impact.

You’ll partner closely with Solutions Consultants on account strategy, expansion qualification, and customer success planning, while directly shaping outcomes that strengthen customer partnerships and contribute to predictable revenue. If you’re a builder who loves helping customers solve real business problems—and you want to work at the intersection of AI, productivity, customer value, and revenue impact—this is the role.

This role will be based in Dublin. We work from our offices on Mondays, Tuesdays and Thursdays (our Anchor Days) because we do our best thinking and building together in person. We’re looking for someone who’s excited to work alongside the team during those days.

WHAT YOU'LL ACHIEVE

• Drive workflow adoption and value realization for a book of named accounts, ensuring customers expand their use of Notion and as a result, Notion sees high NRR

• Partner closely with the Solutions Consultant on account strategy for expansion and renewal, including owning the renewal opportunity for flat and at-risk customers

• Shape customer outcomes, strengthen executive and team-level partnerships, and contribute directly to predictable revenue through retention, renewal, and expansion impact

• Design and deploy workflows that solve specific business problems as a build-beside partner to the customer, translating goals into durable systems in Notion

• Partner with Solutions Consultants on account strategy, customer planning, and identifying and qualifying expansion opportunities within existing accounts

• Co-define, build, and manage against customer success plans that help every customer achieve their desired objectives and realize measurable value

• Learn Notion’s product and the broader AI ecosystem inside and out so you can be the best build-beside partner for customers navigating new ways of working

• Innovate and iterate on Outcomes Architect programs that retain and grow customers while mitigating churn or contraction risk

SKILLS YOU'LL NEED TO BRING

• Experience driving customer adoption, value realization, renewals, or expansion within a B2B software environment

• Strong customer-facing discovery instincts, with the ability to understand business problems, map workflows, and translate goals into practical implementation plans

• Technical fluency and genuine comfort building live in software—you can co-design, configure, and troubleshoot with customers in the room

• Commercial awareness and the ability to partner with account owners on renewal risk, expansion potential, and account strategy

• Strong program and stakeholder management skills, with the ability to manage success plans, timelines, risks, and customer commitments across a book of accounts

• You operate with agency, urgency, and customer empathy, bringing structure to ambiguous problems and helping teams move from ideas to working systems

• You’re obsessed with AI, constantly building with the newest tools and learning new ways of working

• Fluency in English and Italian

NICE TO HAVES

• Prior experience in customer success, solutions consulting, implementation, technical account management, or post-sales strategy for productivity, collaboration, or workflow software

• Experience working with flat, at-risk, or complex renewal accounts and helping customers return to a clear value path

• Familiarity with usage-based or consumption-based models and the ability to connect adoption patterns to commercial outcomes

• Experience partnering in a shared account ownership model with sales, solutions, support, or implementation teams

• Experience designing repeatable customer programs, playbooks, or interventions that improve retention, expansion, and adoption at scale

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. The estimated range for total on target earnings (including base salary and on target incentive pay) for this role is €89,000 - €100,000 per year.

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