Director, Customer Success Operations

Grammarly is excited to offer a remote-first hybrid working model. Grammarly team members in this role must be based in the United States, and, depending on business needs, they must meet in person for collaboration weeks, traveling if necessary to the hub(s) where their team is based.

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.

About Grammarly

Grammarly is the world’s leading AI writing assistance company trusted by over 30 million people and 70,000 teams. From instantly creating a first draft to perfecting every message, Grammarly helps people at 96% of the Fortune 500 and teams at companies like Atlassian, Databricks, and Zoom get their point across—and get results—with best-in-class security practices that keep data private and protected. Founded in 2009, Grammarly is No. 14 on the Forbes Cloud 100, one of TIME’s 100 Most Influential Companies, one of Fast Company’s Most Innovative Companies in AI, and one of Inc.’s Best Workplaces.

The Opportunity

To achieve our ambitious goals, we’re looking for a Director, Customer Success Operations to join our Revenue Operations team. This role will set the vision for our first Customer Success Operations team, drive the organizational design and hiring, and outline the plan for key technology deployments, operational processes, and reporting to drive maximum productivity and success for each team. 

Grammarly’s go-to-market teams are shaping the future of workplace communication. As a member of our team, you will be crucial in expanding the use of our innovative, trustworthy AI writing tools. We strive to ensure that every organization can communicate effectively and efficiently. If you are passionate about transforming the way professionals connect and collaborate, we would love to hear from you.

As the Director, Customer Success Operations, you will:

• Develop a strategy for an integrated technology infrastructure that creates a 360-degree view of customers to bring visibility, insights, and actions to all customer-facing teams.
• Evaluate go-to-market strategies and refine account coverage models for optimal performance, measured by customer logo and seat retention, revenue retention, and growth.
• Define the roles and responsibilities within and across cross-functional teams to ensure clear swimlanes and workstreams through RASCI models and ongoing collaboration.
• Collaborate with Sales Operations, GTM Systems, Analytics, Product, and Finance to capture and align customer subscription data and recurring revenue for financial reporting and annual operating plans.
• Collaborate with Sales Operations to ensure consistency in data management, pipeline management, forecasting, and reporting.
• Establish a core set of KPIs for all teams to assess the operational effectiveness of each team.
• Lead the process for determining and executing operational roadmaps to support the Customer Organization.
• Own territory assignments and quota development for Customer Success.
• In partnership with Customer Success leadership, create a customer health score strategy and playbooks, including automation and a digital success motion.

Qualifications

• Has 10+ years of experience in go-to-market operations (Sales, Customer Success, Services, and/or Support).
• Has 5+ years as a people leader, preferably managing Customer Success.
• Has 5+ years of B2B SaaS experience along with strong knowledge and experience with SaaS business models, industry metrics, and best practices in managing customer lifecycle.
• Has experience in business planning, territory assignments, quota development, and reporting.
• Has strong analytical skills and the ability to convey findings through data.
• Has the ability to collaborate with senior stakeholders and present to senior executive audiences.
• Has previous experience at a company with a product-led growth strategy is ideal but not required.
• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
• Is inspired by our MOVE principles: move fast and learn faster; obsess about creating customer value; value impact over activity; and embrace healthy disagreement rooted in trust.
• Is able to meet in person for their team’s scheduled collaboration weeks, traveling if necessary to the hub where their team is based.

Compensation and Benefits

Grammarly offers all team members competitive pay al