Manager, Grammarly for Education Customer Success

Grammarly is excited to offer a remote-first hybrid working model. Team members work primarily remotely in the United States, Canada, Ukraine, Germany, Poland, or Portugal. 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 California, Colorado, Texas, Atlanta, GA, North Carolina, South Carolina, or New York.

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 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 play a critical role in accelerating growth, maximizing the value of Grammarly, 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 and 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 performance, the initiatives you take to build the customer success function, and your ability to role-model 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 our sales performance, our sales tech stack, and our value-based sales framework. 
• By the end of month three, you will have tested new playbooks, evaluated performance measurements, 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 customer success motion.
• By the end of year one, you will have built out a best-in-class Customer Success function ready to efficiently and effectively 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 able to collaborate in person 2 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