Customer Success Manager, Grammarly for Education

Grammarly offers a dynamic hybrid model, and candidates in this role can be based remotely. You may be expected to travel to meet in person during your team’s scheduled collaboration weeks. Managers will schedule in-person time according to business needs. 

This hybrid approach helps foster trust, innovation, and a strong team culture, with the flexibility of working from home, whenever you need focus time.

About Grammarly

Grammarly is the world’s leading AI writing assistance company trusted by over 40 million people and 50,000 organizations. 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 a Customer Success Manager, Grammarly for Education to join our Customer Success team. This role 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 roles focused on customer success and account management.
• Has fluent proficiency in English, both in writing and speaking.
• Experience partnering with Education and EdTech industry customers is a plus.
• Has a proven track record of exceeding renewal quota targets and driving revenue growth as well as delivering on customer retention.
• Builds strong relationships with people to understand their needs and goals and identify creative solutions. 
• Has experience working with various international stakeholders.
• Can synthesize quantitative and qualitative data, make data-driven decisions, and use (sometimes incomplete) data to identify gaps and opportunities.
• 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.

Support for you, professionally and personally

• Professional growth: We believe that autonomy and trust are key to empowering our team members to do their best, most innovative work in a way that aligns with their interests, talents, and well-being.
• A connected team: Grammarly builds a product that helps people connect, and we apply this mindset to our own team. Our remote-first hybrid model enables a highly collaborative culture supported by our EAGER (ethical, adaptable, gritty, empathetic, and remarkable) values. We work to foster belonging among team members in a variety of ways. This includes our team member resource groups, Grammarly Circles, which promote connection among those with shared identities including BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs.
• Comprehensive benefits: Grammarly offers all team members competitive pay along with a benefits package encompassing health care and ample and defined time off. We also offer support to set up a home office, wellness, and pet care stipends, learning and development opportunities, and more.

We encourage you to apply

At Grammarly, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. Grammarly is an equal opportunity company. We do not discriminate on the basis of race or ethnic origin, religion or belief, color, gender expression or identity, sexual orientation, sexual identity, national origin, citizenship, age, marital status, veteran status, disability status, criminal prosecution, judgment in a criminal case, or any other characteristic protected by law.

For more details about the personal data Grammarly collects during the recruitment process, for what purposes, and how you can address your rights, please see the Grammarly Data Privacy Notice for Candidates here. 

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