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Manager, Digital Customer Success

United States; Hybrid

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 determine 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 Manager, Digital Customer Success, to join our Customer Success team. This role will lead the digital transformation efforts in a rapidly growing SaaS environment. We have a strong foundation of customers wanting to grow their use of Grammarly, and our opportunity is to continue to enhance how we help them by engaging more effectively and proactively through our digital channels. 

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 how professionals connect and collaborate, we would love to hear from you.

As a Manager, Digital Customer Success, you will help accelerate our digital efforts to drive adoption, realize value, and ultimately lead our customers to expand. This role reports directly to the Head of Customer Success and will be instrumental in creating a customer success engine to maximize Grammarly's value for our customers.

In this role, you will be:

  • Responsible for developing and implementing end-to-end digital engagement strategy for customers and leading the teams tasked to execute this strategy as we make this critical shift across the entire company. 
  • Create and execute a cohesive strategy with tangible goals, consistent performance, and tracking of key metrics to drive customer retention and expansion.
  • Improve the collaborative risk assessment process to identify and drive early, repeatable, scalable, and streamlined actions to address risk and drive healthy renewals.
  • Provide thought leadership as we evolve our Customer Success vision. 
  • Collaborate with Grammarly leaders across Customer Success, Sales, Support, Professional Services, Marketing, and Product to drive strong usage, retention, and growth. 
  • Accelerate our digital strategy by leveraging technology first, scaling multiple channels, and helping our team, in partnership with our product team, to create great content that incites customers to take action to be more successful with Grammarly.

Qualifications

  • Has 4+ years of experience in Customer Success people leadership 
  • Experience leading teams in high-growth SaaS environments and selling to other organizations. Experience in a product-led growth company is preferred. 
  • Has a proven track record of exceeding renewal quota targets, improving adoption/product usage, and driving revenue growth across a scaled segment of customers.
  • 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.
  • 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.

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 flexible sick time
  • 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.

United States: 
Zone 1: $172,000 – $215,000/year (USD)
Zone 2: $155,000 – $194,000/year (USD)

Commissions are 20% of the total “On Target Earnings” (OTE) for this role. The market-based compensation differentials will be applied only to base pay for commission-eligible team members.

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. 

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