Digital Customer Success Manager, Grammarly for Business

<p><em>Grammarly offers a dynamic hybrid model, and candidates in this role can be based remotely. You may be expected to travel to meet in person during your team’s scheduled collaboration weeks. Managers will schedule in-person time according to business needs. </em></p> <p><em>This hybrid approach helps foster trust, innovation, and a strong team culture, with the flexibility of working from home, whenever you need focus time.</em></p> <h3><strong>About Grammarly</strong></h3> <p><a href="http://grammarly.com/about">Grammarly</a> is the world’s leading AI writing assistance company trusted by over 40 million people and 50,000 organizations. From instantly creating a first draft to perfecting every message, Grammarly helps people at 96% of the<em> </em>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 <em>Forbes</em> Cloud 100, one of <em>TIME</em>’s 100 Most Influential Companies, one of <em>Fast Company</em>’s Most Innovative Companies in AI, and one of <em>Inc.</em>’s Best Workplaces.</p> <h3><strong>The Opportunity</strong></h3> <p>To achieve our ambitious goals, we’re looking for a Customer Success Manager to join our Digital Customer Success team. This role will be responsible for cultivating and maintaining strong relationships with their assigned enterprise accounts, ensuring high levels of value for our customers, and executing successful contract renewals.</p> <p>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.</p> <p>As a member of the Grammarly team, your role as a Customer Success Manager will be pivotal in integrating our product into enterprise organizations to help solve some of their toughest challenges. You will be instrumental in creating a customer success engine that aims to maximize Grammarly's value for our customers.</p> <p>In this role, you will:</p> <ul> <li>Own all aspects of the customer life cycle post-sales for your assigned book of business, ensuring a harmonious blend of customer satisfaction and successful activation. </li> <li>Own the renewal motion for your customers, including pricing negotiations. </li> <li>Partner closely with the Sales team to drive expansion and cross-sell opportunities. </li> <li>Collaborate with Marketing and Enablement to create targeted email campaigns, learning content, webinars, and in-product guidance.</li> <li>Partner with our Onboarding team to support Grammarly 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.</li> <li>Conduct account reviews at scale, educating customers on best practices and trends across various use cases of Grammarly. </li> <li>Drive account usage through feature adoption.</li> <li>Contribute to content and process improvements across the customer lifecycle to continually improve the customer experience. </li> <li>Design and launch digital programs that scale customer success efforts across the customer lifecycle. </li> </ul> <h3><strong>Qualifications</strong></h3> <ul> <li>Has 2+ years of experience in Customer Success, Sales,  Support, or Account Management roles.</li> <li>Has fluent proficiency in English, both in writing and speaking.</li> <li>Experience working with a large volume of customers, delivering results at scale. Usage of tools like Outreach and Salesforce is a plus! </li> <li>Has a proven track record of exceeding renewal quota targets and driving revenue growth as well as delivering on customer retention. </li> <li>Builds strong relationships with people to understand their needs and goals and identify creative solutions. </li> <li>Can synthesize quantitative and qualitative data, make data-driven decisions, and use (sometimes incomplete) data to identify gaps and opportunities.</li> <li>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 empathizing with other teams’ processes and priorities.</li> <li>Relentlessly sets aggressive short and long-term goals and possesses a strong internal drive to achieve them.</li> <li>Actively contributes to voice-of-the-customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution.</li> <li>Uses systems such as CRM to track all customer-related activities and deliverables and manage pipeline and project revenue.</li> <li>Works to realize b