Customer Success Manager, Grammarly for Education, Higher Ed

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 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 value for our customers, and executing successful contract renewals.

Your impact

As a member of the Grammarly for Education team, your role as a Customer Success Manager will be pivotal in integrating our product into higher education institutions to help solve some of their toughest challenges. You will be instrumental in creating a customer success engine that aims to maximize 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 customers receive maximum value. 
• Drive account usage through feature adoption.
• 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 your assigned 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 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.
• Has 3+ years of experience in a Customer Success Manager role.
• Has experience working with K-12 customers.
• Builds strong relationships with people to understand their needs and goals and identify creative solutions, and has experience working with various stakeholders, including upper-level administrators in higher education.
• 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 customer retention.
• 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.
• Relentlessly sets aggressive short and long-term goals and possesses a strong internal drive to achieve them.
• Actively contributes to voice-of-the-customer in