Senior Director, Customer Success

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 on the West Coast of 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

Every day, tens of millions of people and 50,000 professional teams worldwide trust Grammarly’s AI and human expertise to help ideate, compose, revise, and comprehend communications. Our team members have the autonomy to take on exciting challenges in pursuit of our mission to improve lives by improving communication. Together, we’re building on more than a decade of steady growth and profitability. We’re defining the communication assistance category with our tailored service offerings: Grammarly Free, Grammarly Premium, Grammarly Business, and Grammarly for Education. Our latest product offering, GrammarlyGO, brings the power of generative AI to our users. It all begins with our team collaborating in an inclusive, values-driven, and learning-oriented environment.

To achieve our ambitious goals, we’re looking for a Senior Director of Customer Success to join our Sales Leadership team. This person will drive positive business outcomes for our customers through value realization initiatives that lead to expansion and learnings. They will report directly to the Head of Customer Success for Grammarly’s B2B business and will lead a team of front-line managers. As our first Senior Director of Customer Success, they will be responsible for developing and executing strategic initiatives, and owning revenue-related targets including pipeline generation, expansion, and Net Dollar Retention. The Senior Director of Customer Success will collaborate cross-functionally with teams such as Sales, Product Management, Revenue Operations, and Product Marketing, and the broader growing the team to support our ambitious growth goals for 2023 and beyond.

Your impact

As the Senior Director of Customer Success, your team and work will have high visibility. You will be a driving force of revenue growth, high customer satisfaction, and actionable insights, and you will be a strong advocate for both the customer and for your team. Your leadership team will be responsible for scaling a top-performing Sales ecosystem.

You will be evaluated and compensated based on the Customer Success team’s performance, initiatives to grow the customer success function, and role-modeling Grammarly’s EAGER values (ethical, adaptable, gritty, empathetic, and remarkable). 

• Your first 30 days will be focused on learning. You will gain a deep understanding of our customers, our product, our value proposition, aspects of sales performance, the sales tech stack, and our value-based sales framework. 
• By the end of month three, you will have recruited new team members, created and tested new playbooks, evaluated performance measurement, and developed a clear, strategic plan for the year ahead. Your team will be consistently meeting pipeline generation, quota and NDR expectations.
• By the end of month six, you will have developed a highly effective operating cadence, captured performance improvements, and established a predictable and repeatable enterprise customer success motion.
• By the end of year one, you will have built out a best-in-class Customer Success function that is ready to efficiently and effectively support a fast-growing and global customer base.

We’re looking for someone who

• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
• Lives on the West coast of