Manager, Enterprise Customer Success
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.
Manager of Enterprise Customer Success
Grammarly team members who will be collaborating at our San Francisco hub must be based in the United States.
The opportunity
Grammarly empowers people to thrive and connect whenever and wherever they communicate. Every day, 30 million people and 30,000 teams around the world use our AI-powered writing assistant. 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 Manager of Enterprise Customer Success for our Sales Leadership team to drive positive business outcomes for Grammarly and our customers through value realization initiatives that lead to expansion and learnings. This role will report directly to the Head of Customer Success for Grammarly’s B2B business. As our first Manager of Enterprise Customer Success, this team member will be responsible for developing and executing strategic initiatives, collaborating cross-functionally with teams such as Sales, Product Management, Revenue Operations, and Product Marketing, and growing the team to support our ambitious growth goals for 2022 and beyond.
Your impact
As the Manager of Enterprise Customer Success, your team and work will have high visibility. You will be a driving force of high customer satisfaction, revenue growth, and actionable insights, a strong voice of the customer and team advocate, and part of the leadership team that scales a top-performing Sales ecosystem.
You will be evaluated and compensated based on the Enterprise Customer Success team’s performance, initiatives to build out the customer success function, and role-modeling Grammarly’s EAGER values (ethical, adaptable, gritty, empathetic, and remarkable).
- Your first 30 days will be focused on learning: You will gain a deep understanding of our customers, our product, our value proposition, aspects of sales performance, the sales tech stack, and our value-based sales framework.
- By the end of month three, you will have recruited new team members, tested new playbooks, evaluated performance measurement, and developed a clear, strategic plan for the year ahead.
- By the end of month six, you will have developed a highly effective operating cadence, captured performance improvements, and established a predictable and repeatable enterprise customer success motion.
- By the end of year one, you will have built out a best-in-class Enterprise Customer Success function that is ready to efficiently and effectively support a fast-growing and global customer base.
We’re looking for someone who
- Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
- 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 has the ability to synthesize quantitative and qualitative data, make data-driven decisions, and use (often incomplete) data to identify gaps and opportunities.
- Feels a need to bring stories to life, energize them, and make them exciting and vivid—in other words, takes the dry idea and enlivens it with images, examples, and metaphors.
- Discovers how to realize business value and expand customer relationships through a deep understanding of customer needs, rather than a feature list.
- Understands the subscription business models including freemium, free trial, account expansion, and upsells.
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 along with a benefits package that includes superior health care. We also offer support to set up a home office, ample and defined time off, 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 on the basis of 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.
Please note that Grammarly’s COVID-19 vaccination policy requires that all team members in North America be vaccinated against COVID-19 to meet in person for Grammarly business or to work from a North America hub location. It is expected that this will be a requirement for this role. Qualified candidates in North America who cannot be vaccinated for medical reasons or because of a sincerely held religious belief may request a reasonable accommodation to this policy. For Ukraine, this policy requires team members to be vaccinated or produce a daily negative COVID-19 test administered at the Kyiv hub to work from the hub or attend in-person meetings.
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