Lead Customer Success Manager

Summary

Join Grammarly's Enterprise Customer Success team as a Lead Customer Success Manager, responsible for cultivating strong relationships with enterprise accounts, ensuring high customer value, and driving successful contract renewals. This hybrid role allows for remote work with occasional in-person collaboration. You will own the full post-sales customer lifecycle, lead renewal strategies, partner with sales teams, deliver enablement experiences, conduct account reviews, drive product adoption, leverage customer data, act as a trusted advisor, apply AI knowledge, build strategic relationships, lead customer meetings, gather customer feedback, contribute to continuous improvement, and mentor peers. Grammarly offers a dynamic hybrid work model, fostering a strong team culture and providing flexibility. The company is a leader in AI writing assistance, trusted by millions and thousands of organizations.

Requirements

• 7+ years of experience in Customer Success, Account Management, or a related client-facing role with enterprise SaaS customers
• Proven success managing large, strategic accounts—owning renewals, driving adoption, and exceeding retention and revenue goals
• Strong communicator with exceptional relationship-building skills and a consultative, customer-centric approach
• Comfortable working with C-level stakeholders and navigating complex organizational structures through strategic multithreading
• Analytical mindset with the ability to interpret both quantitative and qualitative data, identify trends, and act decisively
• Experience influencing cross-functional partners, including product, marketing, and engineering, to advocate for customer needs and business outcomes
• Operational excellence in tools like CRM (e.g., Salesforce) for tracking activities, pipeline, and project milestones
• Solid understanding of subscription models, including freemium, pilots, upsells, and customer lifecycle strategies
• Demonstrated fluency in English—both written and spoken—with polished communication and presentation skills
• Familiarity with the AI landscape, especially Large Language Models (LLMs), and a strong ability to translate technical concepts into business value
• Embodies Grammarly’s EAGER values (Ethical, Adaptable, Gritty, Empathetic, Remarkable) and lives by our MOVE principles (Move fast and learn faster; Obsess about creating customer value; Value impact over activity; Embrace healthy disagreement rooted in trust)

Responsibilities

• Own the full post-sales customer lifecycle for your assigned enterprise accounts, ensuring seamless onboarding, activation, and long-term success
• Lead renewal strategies end-to-end, including pricing proposals and contract negotiations, to drive retention and account growth
• Partner cross-functionally with Sales and Key Accounts teams to identify and execute on expansion and cross-sell opportunities
• Deliver high-impact enablement experiences by deeply understanding customer goals, training users on Grammarly’s products and features, and aligning product capabilities with organizational goals and objectives
• Conduct strategic account reviews , providing tailored insights and performance metrics to reinforce value, deepen engagement, and align on success plans
• Drive adoption and product usage through thoughtful engagement strategies, champion development, and customer education
• Leverage customer engagement data and trends to identify risks, uncover opportunities, and take proactive, data-informed actions that exceed performance targets
• Act as a consultative partner and trusted advisor , aligning Grammarly’s AI-powered solutions with each customer’s business strategy and communication goals
• Apply knowledge of AI and Large Language Models (LLMs) to help customers stay ahead of industry trends and maximize value from Grammarly’s offerings
• Build and grow strategic relationships through multithreading , identifying and nurturing champions and influencers across departments and seniority levels
• Lead effective, executive-ready customer meetings , crafting clear agendas, surfacing strategic insights, and facilitating collaborative decision-making
• Gather and synthesize customer feedback , creating meaningful feedback loops to influence Grammarly’s product roadmap and innovation priorities
• Contribute to continuous improvement initiatives by identifying gaps, streamlining processes, and supporting team-wide content and operational enhancements
• Mentor peers and share best practices , serving as a trusted resource and collaborator across the Customer Success team and broader organization

Benefits

• Grammarly offers a dynamic hybrid model, and candidates in this role can be based remotely
• You may be expected to travel to meet in person during your team’s scheduled collaboration weeks
• Managers will schedule in-person time according to business needs
• This hybrid approach helps foster trust, innovation, and a strong team culture
• It also offers the flexibility of working from home whenever you need focus time
• United States: Zone 1: $192,000 – $228,000/year (USD) Zone 2: $173,000 – $205,300/year (USD)