Customer Success Manager, Grammarly for Education

Grammarly team members in this role must be based in the United States or Canada.

The opportunity 

Every day, tens of millions of people and 50,000 professional teams rely on Grammarly’s AI-enabled communication assistance to help them communicate confidently and achieve their goals. Our team members have the autonomy to take on exciting challenges in pursuit of our mission to improve lives by improving communication. Together, we’re building on more than a decade of steady growth and profitability. We’re defining the communication assistance category for individuals, enterprises, and developers with tailored service offerings: Grammarly Premium, Grammarly Business, Grammarly for Education, and Grammarly for Developers. All of this begins with our team collaborating in an inclusive, values-driven, and learning-oriented environment.

To achieve our ambitious goals, we’re looking for a Customer Success Manager, Grammarly for Education to join our Customer Success team. This person will be responsible for cultivating and maintaining strong relationships with their assigned education accounts, ensuring high levels of customer satisfaction, and leading to successful renewals and expansion opportunities. 

Your impact

As a Customer Success Manager, you will play a vital role in bringing our product to educational institutions worldwide. As a member of the Grammarly for Education 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:

• Successfully onboard Grammarly for Education customers by training them on the available tools, determining how Grammarly can help them meet their objectives, and creating a plan based on their goals.
• Conduct regular account reviews, sharing metrics and insights to ensure that customers receive maximum value. 
• Drive account usage and develop opportunities to expand product sales within existing clients (up-selling and cross-selling).
• Understand the technical and business aspects of each customer.
• Create and manage feedback loops, and gather actionable insights to inform the product roadmap. 
• Ensure high levels of customer satisfaction within Grammarly for Education accounts.
• Contribute to content and process improvements across the customer lifecycle to continually improve the customer experience.

We’re looking for someone who

• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
• Is able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub where the team is based.
• Builds strong relationships with people to understand their needs and goals and identify creative solutions.
• Can synthesize quantitative and qualitative data, make data-driven decisions, and use (sometimes incomplete) data to identify gaps and opportunities.
• Has a proven track record of delivering on account-expansion targets. 
• 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.
• Relentlessly sets aggressive short and long-term goals and possesses a strong internal drive to achieve them.
• Identifies ways to create new leads and other sales opportunities within existing accounts.
• Has experience working with a variety of stakeholders, from senior executives of large companies to end users.
• Actively contributes to voice-of-the-customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution.
• Uses systems (e.g., CRM) to track all customer-related activities and deliverables, pipeline management, and revenue projection.
• Works to realize business value and expand customer relationships through deep knowledge of customer needs rather than a feature list. 
• Has an understanding of subscription business models, including Freemium, free trials, account expansions, 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 also 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 including BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs. 
• Comprehensive benefits: Grammarly offers all team members competitive pay along with a benefits package encompassing excellent health care (including mental health and fertility benefits) and ample and defined time off. We also offer support to set up a home office, caregiver and pet care stipends, wellness stipends, 401(k) matching (US only), admission discounts, learning and development opportunities, and more.
• For North America–based employment: Grammarly takes a market-based approach to compensation, meaning 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. Base pay may vary considerably depending on job-related knowledge, skills, and experience. Our compensation packages include equity; a wide range of medical, dental, vision, disability, and life insurance options; retirement benefits; and parental leave. We offer twenty days of paid time off per year (global), eleven days of paid holidays per year (US and Canada), and unlimited sick days (global). 

Grammarly team members in this role must be based in California, Colorado, Texas, Atlanta, GA, North Carolina, South Carolina, New York, or Toronto.

The expected “On Target Earnings” (OTE) for this role are outlined below and may be modified in the future.

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, a participant in the US Federal E-Verify program (US), and abides by the Employment Equity Act (Canada).

Grammarly currently supports the long-term work of team members in the following US states: Arizona, California, Colorado, Florida, Georgia, Illinois, Maine, Massachusetts, Minnesota, Nevada, New Jersey, New York, North Carolina, Oregon, Pennsylvania (Kennett Township, New London Township, Pittsburgh City, Shaler Township), South Carolina, Texas, Utah, Virginia, and Washington, as well as the District of Columbia 

Grammarly currently supports the long-term work of team members in the following Canadian provinces: British Columbia, Ontario 

Please note that EEOC is optional and specific to US-based candidates

#NA