Customer Success Manager, Grammarly for Education

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. 14 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

To achieve our ambitious goals, we’re looking for an experienced Customer Success Manager, Grammarly for Education. This person will be responsible for cultivating and maintaining strong relationships with their assigned education accounts, ensuring high levels of value for our customers, and executing successful contract renewals.

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.

As a member of the Grammarly for Education team, your role as a Customer Success Manager will be pivotal in integrating our product into higher education institutions to help solve some of their toughest challenges. You will be instrumental in creating a customer success engine that aims to maximize Grammarly's value for our customers.

In this role, you will:

• Own all aspects of the customer life cycle post-sales for your assigned book of business, ensuring a harmonious blend of customer satisfaction and successful activation. 
• Own the renewal motion for your customers, including pricing negotiations. 
• Partner closely with the Sales team to drive expansion and cross-sell opportunities. 
• Successfully onboard Grammarly for Education customers by training them on the available tools, determining how Grammarly can help them meet their objectives, and creating a plan based on their goals.
• Conduct regular account reviews, sharing metrics and insights to ensure customers receive maximum value. 
• Drive account usage through feature adoption.
• Understand the technical and business aspects of each customer.
• Create and manage feedback loops and gather actionable insights to inform the product roadmap. 
• Ensure high levels of customer satisfaction within your assigned Grammarly for Education accounts.
• Contribute to content and process improvements across the customer lifecycle to continually improve the customer experience.

Qualifications

• Has 3+ years of experience in a Customer Success Manager role.
• Has experience partnering directly with Education industry customers, ideally within EdTech.
• Has a proven track record of exceeding renewal quota targets and driving revenue growth
• Builds strong relationships with people to understand their needs and goals and identify creative solutions. 
• Has experience working with various stakeholders, including upper-level administrators in higher education.
• Can synthesize quantitative and qualitative data, make data-driven decisions, and use (sometimes incomplete) data to identify gaps and opportunities.
• Has a proven track record of delivering on customer retention.
• Actively advocates for customers, working cross-functionally with product managers, engineers, marketers, and others to delight customers and help them meet their organizational goals while empathizing with other teams’ processes and priorities.
• Relentlessly sets aggressive short and long-term goals and possesses a strong internal drive to achieve them.
• Actively contributes to voice-of-the-customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution.
• Uses systems such as CRM to track all customer-related activities and deliverables and manage pipeline and project revenue.
• Works to realize business value and expand customer relationships through deep knowledge of customer needs rather than a feature list. 
• Has an understanding of subscription business models, including Freemium, free trials, account expansions, and upsells.
• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
• Is inspired by our MOVE principles: move fast and learn faster; obsess about creating customer value; value impact over activity; and embrace healthy disagreement rooted in trust.
• Is able to meet in person for their team’s scheduled collaboration weeks, traveling if necessary to the hub where their team is based.

Compensation and Benefits

Grammarly offers all team members competitive pay along with a benefits package encompassing the following and more: 

• Excellent health care (including a wide range of medical, dental, vision, mental health, and fertility benefits)
• Disability and life insurance options
• 401(k) and RRSP matching 
• Paid parental leave
• 20 days of paid time off per year, 12 days of paid holidays per year, two floating holidays per year, and unlimited sick days 
• Generous stipends (including those for caregiving, pet care, wellness, your home office, and more)
• Annual professional development budget and opportunities

Grammarly takes a market-based approach to compensation, which means base pay may vary depending on your location. Our US locations are categorized into two compensation zones based on proximity to our hub locations.

Base pay may vary considerably depending on job-related knowledge, skills, and experience. The expected salary ranges for this position are outlined below by compensation zone and may be modified in the future. The expected “On Target Earnings” (OTE) for this role are outlined below and may be modified in the future.

The commission portion for this role will be 20% of the On-Target Earning (OTE). 

For more information about our compensation zones and locations where we currently support employment, please refer to this page. If a location of interest is not listed, please speak with a recruiter for additional information. 

We encourage you to apply

At Grammarly, we value our differences, and we encourage all to apply—especially those whose identities are traditionally underrepresented in tech organizations. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, ancestry, national origin, citizenship, age, marital status, veteran status, disability status, political belief, or any other characteristic protected by law. Grammarly is an equal opportunity employer and a participant in the US federal E-Verify program (US). We also abide by the Employment Equity Act (Canada).

Last updated on Aug 22, 2024