Grammarly is continuing to grow our team during the COVID-19 pandemic, conducting fully remote hiring and onboarding processes. All Grammarly team members can work remotely until September 2021. Read more about how we’re supporting our team and communities.

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.

To achieve our ambitious goals, we’re looking for a Customer Insights (CI) Manager to join our team. The CI Manager for B2B will drive customer success programs and help build Grammarly’s 360-degree customer insights engine. The role is ideal for someone with proven hands-on B2B insights experience across qualitative and quantitative methodologies, a hunger to drive significant business impact and outcomes, and an interest in engaging deeply in work execution. The ability to create strong cross-functional partnerships will be critical for success in the role. The position will report to the Head of Customer Insights.

Your impact

As a Customer Insights Manager for B2B, you will have an opportunity to accelerate how Grammarly drives customer value on a global scale—while working with the significant downside protection provided by an already successful and profitable business. The work you do will affect tens of millions of users globally.

In this role, you will:

• Partner with cross-functional teams, including Sales, Product, and Data Science, to map B2B customer journeys, design surveys for customer touchpoints along the journey, and ultimately build the 360-degree customer success insights engine.
• Conduct qualitative and quantitative research and be recognized as the voice of all B2B customer segments.
• Influence decisions by partners, leaders, and executives by informing strategies grounded in data and customer insights. 
• Build and scale Grammarly’s customer success program in tier 1 countries, with clear plans to expand into more countries.
• Transform insights and trends into actionable recommendations for new product offerings, use cases, and global markets.
• Develop new methodologies and platforms, including reconciling various data sources, such as primary research, internal data, social listening, etc.
• Help build CI operational capabilities—tooling, vendor onboarding, and reporting frameworks.
• Partner with other teams across the company, including UX Research, Data Science, and Marketing Analytics 

We’re looking for someone who

• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
• Has a proven track record of scaling insights and research projects across multiple countries or business lines.
• Is in technical command of research methods and tools for qualitative and quantitative techniques using a behavioral science approach.
• Has experience in B2B research in customer success, NPS, needs identification, and product-market fit.
• Can walk in our customers’ shoes to understand and represent their voice internally.
• Is adept at influencing cross-functional partners on Product, Marketing, Sales, and Analytics teams.
• Can structure analyses accurately and effectively, using the results to drive solid data visualization, reporting, and leadership decision-making.
• Can successfully coordinate projects with multiple direct stakeholders, complex details, and varying timelines toward specific goals; pushes projects forward, even when there is incomplete information or other hurdles.
• Can formulate hypotheses, search for patterns and root causes, and find the story in data.
• Holds at least a bachelor’s degree in a quantitative field such as math, statistics, engineering, operations research, or economics (master’s preferred).
• Has advanced proficiency with survey and analysis tools (Qualtrics, Decipher, SPSS)

Support for you, professionally and personally.

• 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.
• 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.
• Comprehensive benefits: Grammarly offers all team members competitive pay and a benefits package that includes superior health care. We also offer ample and defined time off, catered lunches, gym and recreation stipends, admission discounts, and more.

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 based on race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Grammarly will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. Grammarly is an equal opportunity employer and participant in the U.S. Federal E-Verify program.