Senior Manager, Customer Success

Grammarly is excited to offer a remote-first hybrid working model. Team members can work primarily remotely in the United States, Canada, Ukraine, Germany, Poland, or Portugal. Conditions permitting, teams will meet in person a few weeks every quarter at one of Grammarly's hubs in San Francisco, Kyiv, New York, Vancouver, and Berlin, or in a workspace in Kraków.

We believe this balanced, flexible approach gives our team members the best of both worlds: plenty of focus time along with in-person collaboration that fosters trust, unlocks creativity, and further fuels innovation.

Grammarly team members in this role must be based on the West Coast of the United States or Canada.

The opportunity 

Every day, tens of millions of people and 50,000 professional teams rely on Grammarly’s AI-enabled communication assistance to help them communicate confidently and achieve their goals. 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 for individuals, enterprises, and developers with tailored service offerings: Grammarly Premium, Grammarly Business, Grammarly for Education, and Grammarly for Developers. All of this begins with our team collaborating in an inclusive, values-driven, and learning-oriented environment.

To achieve our ambitious goals, we’re looking for a Manager of Enterprise Customer Success to join our Sales Leadership team and drive positive business outcomes for our customers through value realization initiatives that lead to expansion and learnings. This person will report directly to the Head of Customer Success for Grammarly’s B2B business. As our first Manager of Enterprise Customer Success, they will be responsible for developing and executing strategic initiatives, collaborating cross-functionally with teams such as Sales, Product Management, Revenue Operations, and Product Marketing, and growing the team to support our ambitious growth goals for 2023 and beyond.

Your impact

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

You will be evaluated and compensated based on the Enterprise Customer Success team’s performance, initiatives to build out 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, tested new playbooks, evaluated performance measurement, and developed a clear, strategic plan for the year ahead.
• 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 Enterprise 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 the United States or Canada and is able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub where the team is based.
• Relentlessly sets aggressive short- and long-term goals and possesses a strong internal drive to achieve them.
• Builds and deepens relationships with people, understands their needs and goals, and sees solutions through.
• Searches for reasons and causes and has the ability to synthesize quantitative and qualitative data, make data-driven decisions, and use (often incomplete) data to ident