Director, Customer Onboarding & Implementation

Grammarly is excited to offer a remote-first hybrid working model. Grammarly team members in this role must be based in the United States, and, depending on business needs, they must meet in person for collaboration weeks, traveling if necessary to the hub(s) where their team is based.

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.

About Grammarly

Grammarly is the world’s leading AI writing assistance company trusted by over 30 million people and 70,000 teams. From instantly creating a first draft to perfecting every message, Grammarly helps people at 96% of the 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. 7 on the Forbes Cloud 100, one of TIME’s 100 Most Influential Companies, one of Fast Company’s Most Innovative Companies in AI, and one of Inc.’s Best Workplaces.

The Opportunity

The Director of Customer Onboarding & Implementation will oversee two important teams: a team of customer onboarding professionals and a team of solutions architects. These teams are responsible for deploying Grammarly for enterprise businesses and educational institutions, ensuring smooth, efficient, and successful implementations. Key performance indicators (KPIs) for this role include time to implement, adoption metrics, customer satisfaction (CSAT) for projects, and time to expansion. Reporting directly to the Chief Customer Officer (CCO) plays a crucial part in ensuring long-term success for Grammarly's customers, bridging Sales and Customer Success to drive customer satisfaction and growth.

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.

In this role, you will:

• Leadership: Oversee both the team of onboarding professionals and solutions architects to ensure the successful deployment of Grammarly for enterprise and education customers.
• Define Strategy: Develop a comprehensive onboarding and technical implementation strategy to meet the needs of diverse customer segments. This includes high-touch, complex implementations for large enterprise customers, as well as low- or no-touch self-serve implementations for smaller customers.
• Customer Experience: Ensure that onboarding is frictionless and fast, with a focus on delivering a seamless customer experience from implementation through expansion.  
• Customer Feedback Process: Establish a structured customer feedback loop to enable continuous improvement of onboarding and implementation processes. This will involve regular collection, analysis, and integration of customer insights and suggestions into strategic planning, ensuring that our product and our services evolve in alignment with customer needs and expectations.
• Process Optimization: Establish and continually refine processes that streamline implementations, improve adoption, and reduce time to value.  Focus on enhancing and upgrading tools and platforms to ensure teams are equipped with the necessary resources for efficient operations and effective communication with customers.
• Collaboration: Serve as a key partner between Sales and Customer Success, ensuring alignment and clear communication to enable customer success.
• Training Programs: Lead the development of customer education programs, including live training, webinars, and self-serve learning paths, to support ongoing enablement of users.
• Cross-Functional Leadership: Collaborate with cross-functional teams, train extended teams, and ensure smooth execution of processes across the organization, particularly with Product, Sales, Marketing, and Support counterparts.
• Performance Metrics: Track key metrics (time to implement, adoption, CSAT, expansion) to optimize processes and ensure the team is meeting and exceeding goals.

Qualifications

• 10+ years of experience in implementation,  customer onboarding, customer success, or customer experience roles, with significant experience building and scaling teams.
• Proven track record of developing and optimizing customer onboarding processes, across all customer se