Customer Success Manager

Summary

Join Grammarly's Digital Customer Success team as a Customer Success Manager and cultivate strong relationships with enterprise accounts. You will be responsible for ensuring high customer value and successful contract renewals, partnering with sales to drive expansion, collaborating with marketing on campaigns, and working with onboarding to train customers. This hybrid role offers flexibility with in-person collaboration weeks scheduled by managers. You will own the customer lifecycle post-sales, renewal motions, and contribute to process improvements. The ideal candidate has 2+ years of experience in customer success, sales, support, or account management, proven success in exceeding renewal targets, and strong relationship-building skills. Grammarly offers competitive pay, comprehensive benefits, and professional development opportunities.

Requirements

• Has 2+ years of experience in Customer Success, Sales, Support, or Account Management roles
• Has fluent proficiency in English, both in writing and speaking
• Has a proven track record of exceeding renewal quota targets and driving revenue growth as well as delivering on customer retention
• Builds strong relationships with people to understand their needs and goals and identify creative solutions
• Can synthesize quantitative and qualitative data, make data-driven decisions, and use (sometimes incomplete) data to identify gaps and opportunities
• Actively advocates for customers, working cross-functionally with product managers, engineers, marketers, and others to delight customers and help them meet their organizational goals while empathizing with other teams’ processes and priorities
• Relentlessly sets aggressive short and long-term goals and possesses a strong internal drive to achieve them
• Actively contributes to voice-of-the-customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution
• Uses systems such as CRM to track all customer-related activities and deliverables and manage pipeline and project revenue
• Works to realize business value and expand customer relationships through deep knowledge of customer needs rather than a feature list
• Has an understanding of subscription business models, including Freemium, free trials, account expansions, and upsells
• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable
• Is inspired by our MOVE principles: move fast and learn faster; obsess about creating customer value; value impact over activity; and embrace healthy disagreement rooted in trust

Responsibilities

• Own all aspects of the customer life cycle post-sales for your assigned book of business, ensuring a harmonious blend of customer satisfaction and successful activation
• Own the renewal motion for your customers, including pricing negotiations
• Partner closely with the Sales team to drive expansion and cross-sell opportunities
• Collaborate with Marketing and Enablement to create targeted email campaigns, learning content, webinars, and in-product guidance
• Partner with our Onboarding team to support Grammarly customers by training them on the available tools, determining how Grammarly can help them meet their objectives, and creating a plan based on their goals
• Conduct account reviews at scale, educating customers on best practices and trends across various use cases of Grammarly
• Drive account usage through feature adoption
• Contribute to content and process improvements across the customer lifecycle to continually improve the customer experience
• Design and launch digital programs that scale customer success efforts across the customer lifecycle

Preferred Qualifications

Experience working with a large volume of customers, delivering results at scale. Usage of tools like Outreach and Salesforce is a plus!

Benefits

• Professional growth : We believe that autonomy and trust are key to empowering our team members to do their best, most innovative work in a way that aligns with their interests, talents, and well-being
• A connected team: Grammarly builds a product that helps people connect, and we apply this mindset to our own team. Our remote-first hybrid model enables a highly collaborative culture supported by our EAGER (ethical, adaptable, gritty, empathetic, and remarkable) values. We work to foster belonging among team members in a variety of ways. This includes our team member resource groups, Grammarly Circles, which promote connection among those with shared identities including BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs
• Comprehensive benefits: Grammarly offers all team members competitive pay along with a benefits package encompassing health care and ample and defined time off. We also offer support to set up a home office, wellness, and pet care stipends, learning and development opportunities, and more