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Manager, Customer Success, Grammarly for Education

Grammarly

Grammarly

Customer Service, Sales & Business Development
Remote
Posted on Wednesday, February 7, 2024

Grammarly is excited to offer a remote-first hybrid working model. Team members work primarily remotely in the United States, Canada, Ukraine, Germany, or Poland. Certain roles have specific location requirements to facilitate collaboration at a particular Grammarly hub.

All roles have an in-person component: Conditions permitting, teams meet 2–4 weeks every quarter at one of Grammarly’s hubs in San Francisco, Kyiv, New York, Vancouver, and Berlin, or in a workspace in Kraków. This flexible approach gives team members the best of both worlds: plenty of focus time along with in-person collaboration that fosters trust and unlocks creativity.

Grammarly team members in this role must be based in the United States or Canada, and they must be able to collaborate in person 4 weeks per quarter, traveling if necessary to the hub(s) where the team is based.

The opportunity

Grammarly is the world’s leading AI writing assistance company trusted by over 30 million people and 70,000 professional teams every day. From instantly creating a first draft to perfecting every message, Grammarly’s product offerings help people at 96% of the Fortune 500 get their point across—and get results. Grammarly has been profitable for over a decade because we’ve stayed true to our values and built an enterprise-grade product that’s secure, reliable, and helps people do their best work—without selling their data. We’re proud to be one of Inc.’s best workplaces, a Glassdoor Best Place to Work, one of TIME’s 100 Most Influential Companies, and one of Fast Company’s Most Innovative Companies in AI.

To achieve our ambitious goals, we’re looking for a Manager, Grammarly for Education Customer Success, to lead a team of customer success professionals as they drive positive business outcomes through value realization initiatives. This person will develop and implement strategies to increase customer retention, reduce churn, and drive revenue growth. They will coach team members and collaborate with cross-functional teams to meet customer success goals. This role will report directly to the Head of Customer Success for Grammarly’s B2B education business.

Your impact

In this role, you will be critical in accelerating growth, maximizing Grammarly's value, and scaling our product to educational institutions worldwide. You must be a strong leader with excellent communication, interpersonal, analytical, and problem-solving skills, and you should have a deep understanding of customer needs in the education market. Your responsibilities will include establishing and monitoring goals for the team, tracking and reporting progress regularly, analyzing customer data to identify trends, and recommending effective solutions.

You will be evaluated and compensated based on the Education Customer Success team’s quota performance, initiatives to build top customer success talent, and your ability to role-model Grammarly’s EAGER values (ethical, adaptable, gritty, empathetic, and remarkable).

  • Your first 30 days will focus on learning: you will gain a deep understanding of our customers, our product, our value proposition, aspects of our sales performance, our sales tech stack, and our value-based sales framework.
  • By the end of month three, you will be managing team performance to quota, have a defined pipeline management and revenue forecasting system, and operate within our internal processes and tools.
  • By the end of month six, you will have developed a highly effective operating cadence, captured performance improvements, and established a predictable and repeatable customer success motion.
  • By the end of year one, you will have built a best-in-class Customer Success team ready to support a fast-growing global customer base.

We’re looking for someone who

  • Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
  • Is inspired by our MOVE principles, which are the blueprint for how things get done at Grammarly: move fast and learn faster, obsess about creating customer value, value impact over activity, and embrace healthy disagreement rooted in trust.
  • Is able to collaborate in person 4 weeks per quarter, traveling if necessary to the hub where the team is based.
  • Relentlessly sets aggressive short- and long-term goals and possesses a strong internal drive to achieve them.
  • Builds and deepens relationships with people, understanding their needs and goals, and sees solutions through.
  • Searches for reasons and causes and can synthesize quantitative and qualitative data, make data-driven decisions, and use often incomplete data to identify gaps and opportunities.
  • Discovers how to realize business value and expand customer relationships through a deep understanding of customer needs rather than a feature list.
  • Understands subscription business models, including freemium, free trial, account expansion, and upsells.

Support for you, professionally and personally

  • 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. We support professional development and advancement with training, coaching, and regular feedback.
  • 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 employee resource groups, Grammarly Circles, which promote connection among those with shared identities, such as BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs.

Compensation and benefits

Grammarly offers all team members competitive pay along with a benefits package encompassing the following and more:

  • 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
  • Twenty days of paid time off per year, eleven days of paid holidays per year, and unlimited sick days
  • Home office stipends
  • Caregiver and pet care stipends
  • Wellness stipends
  • Admission discounts
  • Learning and development opportunities

Grammarly takes a market-based approach to compensation, which means base pay may vary depending on your location. Our US and Canada locations are categorized into compensation zones based on each geographic region’s cost of labor index. For more information about our compensation zones and locations where we currently support employment, please refer to this page. If a location of interest is not listed, please speak with a recruiter for additional information.

Base pay may vary considerably depending on job-related knowledge, skills, and experience. The expected salary ranges for this position are outlined below by compensation zone and may be modified in the future.

United States:
Zone 1: $152,000- $190,000/year (USD)
Zone 2: $137,000- $171,000/year (USD)
Canada:
Zone 1: $124,000- $155,000year (CAD)
Zone 2: $112,000- $140,000/year (CAD)

The commission portion for this role will be 20% of the On-Target Earning (OTE).

We encourage you to apply

At Grammarly, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, ancestry, national origin, citizenship, age, marital status, veteran status, disability status, political belief, or any other characteristic protected by law. Grammarly is an equal opportunity employer and a participant in the US federal E-Verify program (US). We also abide by the Employment Equity Act (Canada).Please note that EEOC is optional and specific to US-based candidates.

#LI-Hybrid

All team members meeting in person for official Grammarly business or working from a hub location are strongly encouraged to be vaccinated against COVID-19.