Enterprise Customer Success Manager (Eastern or Central time zones)

Grammarly is excited to offer a remote-first hybrid working model. Team members work primarily remotely in the United States, Canada, Ukraine, Germany, or Poland. 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 the United States or Canada, and they must be able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub(s) where the team is based.

The opportunity 

Grammarly is the world’s leading AI writing assistance company trusted by over 30 million people and 70,000 professional teams every day. From instantly creating a first draft to perfecting every message, Grammarly’s product offerings help people at 96% of the Fortune 500 get their point across—and get results. Grammarly has been profitable for over a decade because we’ve stayed true to our values and built an enterprise-grade product that’s secure, reliable, and helps people do their best work—without selling their data. We’re proud to be one of Inc.’s best workplaces, a Glassdoor Best Place to Work, one of TIME’s 100 Most Influential Companies, and one of Fast Company’s Most Innovative Companies in AI.

To achieve our ambitious goals, we’re looking for an Enterprise Customer Success Manager to join our Customer Success team. This person will be responsible for delivering value to key business customers, developing strong relationships with clients that drive adoption and high customer satisfaction, and gathering customer insights to share with the Marketing and Product teams. They’ll also work with the Sales team on expansions and renewals. 

Since expanding our mission with Grammarly Business, our enterprise product offering has helped teams craft strong, consistent, and on-brand communication, and we have tripled our number of B2B relationships. Effective communication is the foundation of the modern workplace. Grammarly Business is poised to be the enterprise application for organizations of all sizes looking to up-level their communication. This role would be key to that mission.

Your impact

As an Enterprise Customer Success Manager, you will be instrumental in bringing our product to businesses around the world. You will be building the next-generation customer success motion that blends the best of proven approaches with rule-breaking ways to create an end-to-end approach that maximizes the value of Grammarly for our clients. 

In this role, you will:

• Own a strategic portfolio for Grammarly’s largest segment of customers (by company size and revenue) to ensure they derive maximum value and return on their investment.  
• Consistently identify, pursue, and close sales opportunities for expansion within the account to achieve sales targets quarterly and annually.
• Partner cross-functionally to onboard Grammarly Business users by training them on the tools available, 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 customers leverage the Grammarly Business solution to meet their business goals and solve their challenges.  
• Create and manage feedback loops, gathering actionable feedback to inform the product roadmap. 
• Deliver consistently high levels of customer satisfaction and NPS across your book of business. Pitch, negotiate, and close all renewals for your customers' annual or multi-year agreements.
• Contribute to content and process improvements across the customer lifecycle to continuously improve the customer experience.

We’re looking for someone who

• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
• Is inspired by our MOVE principles, which are the blueprint for how things get done at Grammarly: move fast and learn faster, obsess about creating customer value, value impact over activity, and embrace healthy disagreement rooted in trust.
• 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, understands their needs and goals, id