Role Overview We are hiring a PS/CSM to lead successful delivery and long-term adoption of multiple AI-enabled SaaS platforms, including Asana and Notion PS, for customers across the UK and Europe. This is a hybrid role spanning Professional Services (implementation/consulting) and Customer Success (adoption, value realisation, renewal readiness), with a strong emphasis on outcomes, governance, and expansion enablement. You will work closely with the Account Executive, internal delivery teams, and partner teams (Asana, Miro, Notion GTM/PS stakeholders) across multiple time zones, acting as a trusted advisor driving measurable business impact. Mission Ensure rapid time-to-value and sustained adoption across Asana/Notion through best-in-class implementation, enablement, governance, and success planning—driving high CSAT, strong services margin, and expansion-ready accounts. Key Responsibilities • Customer Onboarding & Implementation (Professional Services): End-to-end implementations, discovery workshops, governance design, integration coordination, SOW-aligned delivery management. • Platform Delivery Examples: Notion (workspace architecture, templates, governance, KM patterns); Asana (workflow design, automation, reporting, portfolio governance). • Adoption & Value Realisation (Customer Success): Success plans, enablement sessions, risk mitigation, change management, executive updates, advocacy building. • Services Scoping & Expansion: Partner with AE on SOW creation, phased deliverables, scope clarity, margin alignment, expansion opportunity identification. • Partner Collaboration: Coordinate with Asana and Notion stakeholders across time zones. • AI Governance & Readiness: Advise on AI feature rollout, governance controls, safe adoption frameworks. • Delivery Excellence: Maintain documentation, CRM hygiene, delivery assets, retrospectives, and continuous improvement. Success Metrics • Customer Outcomes: Adoption milestones, retention readiness, time-to-value, CSAT/NPS. • Delivery Performance: On-time/on-scope delivery, margin performance, utilisation, quality. • Expansion Enablement: Expansion opportunities identified, services pipeline influenced, executive alignment strength. Experience • 3–7+ years in Professional Services, Customer Success, Implementation or Solutions Consulting (B2B SaaS). • Proven implementation leadership and adoption improvement. • Experience in change management and stakeholder management. • Bonus: Experience with Asana, Notion, Atlassian, Monday, Google Workspace, Microsoft 365. Skills & Attributes • Strong workshop facilitation and consultative problem-solving. • Ability to translate business requirements into governance and adoption plans. • Organised, proactive, strong multi-project management. • Clear communicator, confident with senior audiences. • Comfortable working across EMEA and Americas time zones. • Strong governance mindset with pragmatic trade-offs. • Comfortable advising on AI rollout and responsible usage controls. Languages Business-level English (required)