Customer Success Manager

Summary

Join Grammarly as a Customer Success Manager and play a key role in driving product adoption and ensuring customer success with our platform. Collaborate with senior decision-makers, own the responsibility for driving adoption and retention, establish yourself as a trusted advisor, and lead regular account reviews. Build and manage feedback loops, contribute to content and process improvements, and actively advocate for customers. Identify ways to create new leads and sales opportunities, and use systems to track customer-related activities. This is a dynamic hybrid role, offering flexibility with the option to work remotely, with occasional in-person collaboration.

Requirements

• Have 5+ years of Customer Success experience in a similar SaaS environment
• Consider yourself more on the 'technical' side of Customer Success - you're who your peers would ask to build complex models, test a new AI/Productivity software, and are comfortable with Excel/Sheets (or another) formula language
• Builds strong relationships with people, understands their needs and goals, identifies creative solutions, and manages action items through to completion
• Searches for reasons and causes
• Can synthesize quantitative and qualitative data, make data-driven decisions, and use (sometimes incomplete) data to identify gaps and opportunities
• Has a proven track record of delivering high customer satisfaction and retention
• Actively advocates for customers, working cross-functionally with PMs, engineers, marketers, and others to delight customers and help them meet their business 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
• Identifies ways to create new leads and other sales opportunities within existing accounts. Has experience working with various stakeholders, from senior executives of large companies to end users
• Actively contributes to voice customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution
• Uses systems (e.g., CRM) to track all customer-related activities and deliverables, pipeline management, and revenue projection
• Works to realize business value and expand customer relationships through deep knowledge of customer needs rather than a feature list
• Has a demonstrated ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments
• 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

• Collaborate with senior decision-makers to demonstrate the value of their decision to use Coda
• Own the responsibility for driving adoption and ensuring high retention across a growing portfolio of emerging Coda accounts
• Establish yourself as a trusted advisor, helping clients develop a clear, actionable plan to achieve their business objectives
• Lead regular account reviews, providing valuable insights and metrics to ensure customers understand the maximum benefit from Coda
• Build and manage feedback loops to capture insights that will influence the development of Coda's product roadmap
• Contribute to content and process improvements across the customer lifecycle to continuously improve the customer experience

Benefits

• Excellent health care (including a wide range of medical, dental, vision, mental health, and fertility benefits)
• Disability and life insurance options
• 401(k) and RRSP matching
• Paid parental leave
• 20 days of paid time off per year, 12 days of paid holidays per year, two floating holidays per year, and flexible sick time
• Generous stipends (including those for caregiving, pet care, wellness, your home office, and more)
• Annual professional development budget and opportunities