Digital Customer Success Manager

Summary

Join Grammarly's Customer Success team as a Manager, Digital Customer Success! Lead digital transformation efforts in a rapidly growing SaaS environment, enhancing customer engagement through digital channels. Develop and implement end-to-end digital engagement strategies, create and execute cohesive strategies with measurable goals, and improve risk assessment processes. Collaborate with cross-functional teams to drive customer usage, retention, and growth. This hybrid role offers flexibility with potential travel for team collaboration. The position reports to the Head of Customer Success and is instrumental in maximizing Grammarly's value for customers.

Requirements

• Has 4+ years of experience in Customer Success people leadership
• Experience leading teams in high-growth SaaS environments and selling to other organizations
• Has a proven track record of exceeding renewal quota targets, improving adoption/product usage, and driving revenue growth across a scaled segment of customers
• 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
• 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

• Develop and implement end-to-end digital engagement strategy for customers and lead the teams tasked to execute this strategy as we make this critical shift across the entire company
• Create and execute a cohesive strategy with tangible goals, consistent performance, and tracking of key metrics to drive customer retention and expansion
• Improve the collaborative risk assessment process to identify and drive early, repeatable, scalable, and streamlined actions to address risk and drive healthy renewals
• Provide thought leadership as we evolve our Customer Success vision
• Collaborate with Grammarly leaders across Customer Success, Sales, Support, Professional Services, Marketing, and Product to drive strong usage, retention, and growth
• Accelerate our digital strategy by leveraging technology first, scaling multiple channels, and helping our team, in partnership with our product team, to create great content that incites customers to take action to be more successful with Grammarly

Preferred Qualifications

Experience in a product-led growth company is preferred

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