Startup Program & Experience Lead
The Startup Program & Experience Lead will own the startup customer journey, focusing on onboarding, trial experience, and engagement. This role involves program management, customer experience, and operational execution to improve startup activation, engagement, conversion, and retention.
About the job
About the Role:
The Startup Program & Experience Lead owns the startup customer journey during the onboarding and trial experience, helping startups successfully adopt Notion, engage with the platform, and realize value early in their journey.
Working closely with the Head of Startups, this role combines program management, customer experience, lifecycle engagement and operational execution to improve startup activation, engagement, conversion and retention across the region.
This person partners cross-functionally with Marketing, Product, Customer Success and Partnerships teams to create scalable startup programs, onboarding experiences and engagement initiatives that support long-term business growth.
This role is ideal for someone who enjoys building systems and experiences at scale, while remaining deeply connected to customer needs and operational excellence.
What You'll Achieve:
- Improve startup activation, engagement, conversion and retention across the regional startup funnel.
- Build and manage scalable onboarding and lifecycle programs for startup customers.
- Create startup-focused educational, onboarding and engagement experiences that help customers realize value quickly.
- Identify friction points and improve the startup customer journey.
- Support the execution of startup initiatives, campaigns, events and ecosystem programs across the region.
- Track and analyze program performance, customer engagement and operational metrics to improve conversion and ARR over time.
- Help to build the Startups 2.0 operational frameworks, creating an automated scorecard to identify top startups and provide a high-touch customer experience.
Skills You'll Need to Bring:
- Experience in program management, customer experience, customer success, growth, operations or startup-focused roles.
- Strong organizational and project management skills.
- Ability to manage multiple initiatives and priorities in fast-moving environments.
- Strong customer empathy and operational mindset.
- Comfortable working cross-functionally across Product, Marketing, Partnerships and Customer Success teams.
- Data-oriented mindset with ability to identify patterns, friction points and improvement opportunities.
- Strong written and verbal communication skills.
- You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results.
Nice to Haves:
- Experience working with startups or startup ecosystems.
- Experience with onboarding, lifecycle or customer engagement programs.
- Familiarity with product-led growth environments.
- Experience building scalable operational processes or customer programs.
- Passion for AI, productivity tools and the future of work.
Compensation:
For roles based in San Francisco or New York City, the estimated base salary range for this role is $174,000 - $205,000 per year.
Skills
Program Management, Customer Experience, Customer Success, Project Management, Data Analysis, Cross-Functional Collaboration, Startup Ecosystems, Product-Led Growth, AI
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