Customer Value Manager

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 Value Manager to join our Customer Success team. This role will deliver value to our Grammarly Business customers, develop strong relationships that drive adoption and high customer satisfaction, and gather customer insights to share with internal teams. The person in this role will drive strategic implementations of our largest customers, showcasing Grammarly features and business impact, leading to a successful customer onboarding experience. 

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 critical to that mission.

Your impact

As a Customer Value Manager, you will be instrumental in bringing our product to businesses worldwide. You will be part of our rapidly growing Value team in Customer Success, building new processes, onboarding our customers, and driving adoption and time-to-value while implementing a next-generation customer engagement motion that blends the best of proven approaches with rule-breaking ways to create an end-to-end approach that maximizes Grammarly's value for our clients. 

You will work closely with our sales, customer success, and product teams to develop and execute onboarding strategies that optimize the customer journey and drive long-term customer retention and growth. Furthermore, in this role, you will:

• Become the trusted advisor for our most significant and strategic customers, driving adoption of our product features, building relationships with key stakeholders, and delivering ROI and time-to-value quickly and efficiently.
• Continuously analyze and optimize the onboarding process to improve customer satisfaction, retention, ROI, value, and product adoption.
• Assess and understand our ever-changing customer needs and market trends to ensure our onboarding strategy remains relevant and practical.
• Work closely and collaborate with customer success, sales, product, and engineering teams to drive customer value quickly and effectively while helping to establish expansion paths and realize value during onboarding.
• Be adaptable, easily navigate ambiguous situations, and pivot your approach when needed.
• Be resourceful and self-motivated, take initiative, work independently, and always look for new ways to improve skills and contribute to the team.
• Establish and develop deep cross-functional relationships within Grammarly Business by partnering with key stakeholders, driving profound discovery, determining how Grammarly can help them meet their objectives and realize value, and creating a plan based on their goals.
• Have intense project management rigor and strong commu