Customer Success at Notion: Monica Perez on Product-Led CS
Update: 2024-09-16
Description
Monica Perez, Head of Customer Success at Notion, shares the four-year journey of building Notion's foundational CS team.
Customer Success at a product-led company is a completely different animal.
When Monica Perez was brought in to grow Notion's foundational customer success team, they were already at $40 million in revenue.
Today, Monica joins Alex to discuss what it was like to build a CS program on top of a strong PLG engine — including:
- how their customer onboarding is structured
- the relationship between sales and CS
- how they mature customer accounts over time
- how they measure the success of their CS programs
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