Grammarly offers a remote-first hybrid working model. Team members can work primarily remotely. Teams will meet in person every quarter in one of Grammarly’s hubs, currently in San Francisco, Vancouver, New York, and Kyiv. To ensure that teams are able to overlap in their working hours and to meet face-to-face when needed, all team members need to live within three time zones of their direct team.
Please note our Kyiv hub is currently closed, but we hope the time comes soon when we can reunite with team members there. We continue to provide support to our Ukraine team members displaced within and outside of Ukraine.
The opportunity
Grammarly empowers people to thrive and connect, whenever and wherever they communicate. More than 30 million people and 30,000 teams around the world use our AI-powered writing assistant every day. All of this begins with our team collaborating in a values-driven and learning-oriented environment.
In 2021, Grammarly expanded its focus to assist students in mastering effective written communication and help faculty create a more equitable and effective teaching environment. As effective communication is the foundation of the modern workplace, Grammarly for Education is poised to be the application of choice for educational institutions of all sizes as they prepare students to enter the workforce as confident and professional communicators.
We are seeking a customer-centric, energetic, and highly motivated individual to join our Grammarly for Education Customer Success team. The Customer Success Manager (CSM) will be responsible for cultivating and maintaining strong relationships within assigned education accounts, ensuring high levels of customer satisfaction and leading to successful renewals and expansion opportunities.
Your impact
Grammarly Customer Success Managers are a vital component in bringing our product to educational institutions worldwide. As a founding member of the Grammarly for Education Customer Success team, you will help build a next-generation customer success engine that maximizes the value of Grammarly for our customers.
In this role, you will:
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Successfully onboard Grammarly for Education customers by training them on the tools available, determining how Grammarly can help them meet their objectives, and creating a plan based on their goals.
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Conduct regular account reviews, sharing metrics and insights to ensure that customers receive maximum value.
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Drive account usage and actively develop opportunities to expand product sales within existing clients (upselling and cross-selling).
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Understand the technical and business aspects of each customer.
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Create and manage feedback loops, gathering actionable insights that inform the product roadmap.
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Ensure high levels of customer satisfaction within Grammarly for Education accounts.
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Contribute to content and process improvements across the customer lifecycle to continually improve the customer experience.
We’re looking for someone who
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Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
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Builds strong relationships with people to understand their needs and goals and identify creative solutions.
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Has the ability to synthesize quantitative and qualitative data, make data-driven decisions, and use (sometimes incomplete) data to identify gaps and opportunities.
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Has a proven track record of delivering on account-expansion targets.
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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 being empathetic to other teams’ processes and priorities.
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Relentlessly sets aggressive short- and long-term goals and possesses a strong internal drive to achieve them.
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Identifies ways to create new leads and other sales opportunities within existing accounts.
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Has experience working with a variety of stakeholders, from senior executives of large companies to end users.
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Actively contributes to voice-of-the-customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution.
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Uses systems (e.g., CRM) to track all customer-related activities and deliverables, pipeline management, and revenue projection.
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Works to realize business value and expand customer relationships through deep knowledge of customer needs rather than a feature list.
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Has an understanding of subscription business models, including freemium, free trial, account expansion, and upsells.
Support for you, professionally and personally
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Professional growth: We hire people we trust, and we give team members autonomy to do their best work. We also support professional development with training, coaching, and regular feedback.
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A connected team: Grammarly builds a product that helps people connect, and we apply this mindset to our own team. We have a highly collaborative culture supported by our EAGER values. We also take time to celebrate our colleagues and accomplishments with global, local, and team-specific events and programs.
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Comprehensive benefits: Grammarly offers all team members competitive pay along with a benefits package encompassing superior health care (including mental health benefits). We also offer support to set up a home office, ample and defined time off, gym and recreation stipends, and more.
