Manager, Customer Value

Grammarly is excited to offer a remote-first hybrid working model. Team members work primarily remotely in the United States, Canada, Ukraine, Germany, Poland, or Portugal. 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 

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, Customer Value to join our Grammarly Business Customer Success team. This person will be responsible for driving positive business outcomes for Grammarly and our customers through value-realization efforts that lead to revenue generation and learnings. They will partner closely with Product Management, Sales Engineering and Marketing teams to deliver strong user and feature adoption, high customer satisfaction and value throughout the customer journey.

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, and Grammarly Business is poised to be the enterprise application of choice for organizations of all sizes looking to up-level their communication. This role would be key to that mission.

Your impact

As Manager, Customer Value you will be instrumental in bringing our product to businesses around the world. This new management role will be focused on building a next-generation customer success motion that blends the best of proven approaches with rule-breaking methods to create an end-to-end approach that maximizes the value of Grammarly for our clients. 

In this role, you will:

• Create and manage a plan to step-change enterprise value realization, account expansion, and learnings in partnership with Sales Engineering, Product, Marketing and our Global Customer Success team.   
• Achieve a new level of onboarding success, including swift time to value, feature adoption and utilization goals.
• Identify repeatable success motions and manage playbooks. 
• Conduct regular account, process, and systems reviews to identify ways to increase the effectiveness and efficiency of the team.  
• Create and manage feedback loops, gathering actionable insights that will inform the product roadmap. 
• Improve the customer experience in the customer success motion, delivering high levels of customer satisfaction and NPS.

We’re looking for someone who

• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
• Is able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub where the team is based.
• Builds strong relationships with people, understands their needs and goals, identifies creative solutions, and manages action items through to completion.
• Searches for reasons and causes. Has the ability to synthesize qua