Enterprise Outcomes Architect

About the role

You will own the end to end customer journey for a portfolio of strategic accounts ensuring that every engagement converts AI ambition into operational reality inside Notion. You are the primary build-beside partner who designs and drives workflow adoption, value delivery, and renewal outcomes for named accounts that are often flat, at-risk, or lacking a clear path to measurable impact. In this role you will translate complex business problems into practical Notion workflows while shaping account strategy alongside Solutions Consultants to protect and expand recurring revenue. You will facilitate use-case discovery sessions, define mutual success plans, and run executive level business reviews that demonstrate clear return on investment. You will engage Services for complex implementations and partner closely with delivery teams to ensure timely, in scope outcomes. You will continuously learn emerging AI capabilities and map them to durable Notion systems so customers can future proof their ways of working. You will build and deliver customer outcome programs that raise the bar for adoption and retention across the entire install base.

Key facts

What you'll do

• Drive workflow adoption and value realization for a book of named accounts ensuring your customers know how to deliver outcomes with Notion.
• Contribute directly to NRR with predictable renewal and expansion pipeline and proactive product adoption for your book of business.
• Partner closely with Solutions Consultants on strategy for expansion and renewal for shared accounts, including owning the commercial opportunity for flat and at-risk renewals.
• Define and maintain mutual success plans that proactively guide customers through their AI Transformation and demonstrate ROI to executive-level stakeholders with periodic business reviews.
• Facilitate use-case consultations that guide customers through their continuous Solutions Design and identify new workflow opportunities that drive outcomes and increase value with Notion.
• Identify opportunities to engage Services for customers with complex or technical implementation needs and partner closely with the Services team throughout delivery to ensure successful outcomes and value delivered.
• Learn Notion's product and the broader AI ecosystem inside and out so you can be best suited help customers navigate new ways of working and build durable systems in Notion as the underlying system.
• Help build and deliver OA programs that generate customer and business outcomes across Notion's install base.
• Translate high level business goals into concrete workflow maps, adoption targets, and measurable success criteria that can be tracked across the customer lifecycle.
• Act as the primary point of insight for customer health, flagging risks early and recommending interventions that protect and grow account value.
• Synthesize qualitative feedback and quantitative usage signals to shape product feedback and program priorities that improve time to value.
• Coach internal stakeholders on best practices for adoption, renewal, and expansion so that every team understands how to support customer outcomes.
• Lead cross functional working sessions that align product, services, and solutions teams around shared account priorities and outcome metrics.
• Maintain up to date playbooks, playbooks, and success plans that reflect the latest customer context and Notion capabilities.
• Represent the customer voice in internal discussions to ensure that strategic decisions reflect real adoption and value challenges.

Requirements

• 7+ years of 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 presence as a trusted advisor - while you won't be building for your customers, you should be capable of co-design, configuring, and troubleshooting Notion workspaces and workflows.
• Commercial awareness and the ability to partner with account owners on renewal risk, expansion potential, and account strategy.
• Ability to design and help customers build workflows that drive usage based consumption, connecting adoption patterns to measurable commercial outcomes.
• 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.
• You are legally authorized to work in the United States without sponsorship for this position.
• You are located in or are willing to relocate to New York, New York.
• You can reliably perform the essential functions of this role with or without reasonable accommodation.
• You understand that this role requires consistent, reliable attendance and active participation during all scheduled work hours.
• You acknowledge that travel may be required in connection with the duties of this role.

Nice to have

• 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.
• 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.

Practical notes

• This role is full time.
• Travel may be required in connection with the duties of this role.
• You must be authorized to work in the United States without sponsorship for this position.
• Location for this role is New York, New York.
• Candidates must reliably perform the essential functions of the role and be able to participate in the work with or without reasonable accommodation.