Director of Customer Onboarding & Implementation, Grammarly
$180-250k
OTE
The commission portion for this role will be 20% of the On-Target Earning (OTE)
AI-powered writing assistant
Open for applications
AI-powered writing assistant
1001+ employees
Open for applications
$180-250k
OTE
The commission portion for this role will be 20% of the On-Target Earning (OTE)
1001+ employees
Company mission
Grammarly's mission is to improve lives by improving communication.
Role
Who you are
- 10+ years of experience in implementation, customer onboarding, customer success, or customer experience roles, with significant experience building and scaling teams
- Proven track record of developing and optimizing customer onboarding processes, across all customer segments, and particularly for large, complex enterprise deployments
- Experience in creating and implementing end user training programs, including live sessions, webinars, and self-serve educational resources
- Strong understanding of project management fundamentals, with experience managing project management tools to streamline processes
- Ability to effectively communicate up and across the organization, ensuring that leadership and cross-functional partners are aligned with onboarding processes and outcomes
- Proven ability to drive adoption, satisfaction, and expansion through effective onboarding and technical implementation processes
What the job involves
- The Director of Customer Onboarding & Implementation will oversee two important teams: a team of customer onboarding professionals and a team of solutions architects
- These teams are responsible for deploying Grammarly for enterprise businesses and educational institutions, ensuring smooth, efficient, and successful implementations
- Key performance indicators (KPIs) for this role include time to implement, adoption metrics, customer satisfaction (CSAT) for projects, and time to expansion
- Reporting directly to the Chief Customer Officer (CCO) plays a crucial part in ensuring long-term success for Grammarly's customers, bridging Sales and Customer Success to drive customer satisfaction and growth
- 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
- Leadership: Oversee both the team of onboarding professionals and solutions architects to ensure the successful deployment of Grammarly for enterprise and education customers
- Define Strategy: Develop a comprehensive onboarding and technical implementation strategy to meet the needs of diverse customer segments. This includes high-touch, complex implementations for large enterprise customers, as well as low- or no-touch self-serve implementations for smaller customers
- Customer Experience: Ensure that onboarding is frictionless and fast, with a focus on delivering a seamless customer experience from implementation through expansion
- Customer Feedback Process: Establish a structured customer feedback loop to enable continuous improvement of onboarding and implementation processes. This will involve regular collection, analysis, and integration of customer insights and suggestions into strategic planning, ensuring that our product and our services evolve in alignment with customer needs and expectations
- Process Optimization: Establish and continually refine processes that streamline implementations, improve adoption, and reduce time to value. Focus on enhancing and upgrading tools and platforms to ensure teams are equipped with the necessary resources for efficient operations and effective communication with customers
- Collaboration: Serve as a key partner between Sales and Customer Success, ensuring alignment and clear communication to enable customer success
- Training Programs: Lead the development of customer education programs, including live training, webinars, and self-serve learning paths, to support ongoing enablement of users
- Cross-Functional Leadership: Collaborate with cross-functional teams, train extended teams, and ensure smooth execution of processes across the organization, particularly with Product, Sales, Marketing, and Support counterparts
- Performance Metrics: Track key metrics (time to implement, adoption, CSAT, expansion) to optimize processes and ensure the team is meeting and exceeding goals
Our take
From professional writing to everyday correspondence, effective communication is critical. Grammarly is an AI-powered writing assistant that helps people write clearly and without mistakes, checking spelling, grammar, and other potential pitfalls.
Grammarly was originally launched as a subscription service for students, although the platform has moved into the mainstream in the last decade. It went freemium in 2015 and now works across more than 500,000 applications and websites including email clients, enterprise software, and word processors. Paid tiers give users more tools beyond grammar and spelling checks to include things like word choice, sentence rewrites, tone adjustments, fluency, and formality level.
The company has been profitable since the beginning and now has a valuation of more than $13 billion, placing it among the 10 most valuable startups in the US. The AI writing assistant space is heating up, and Grammarly is hoping to defend its positions against offerings including Scalenut, Ginger and Microsoft's Editor by the release of its SDK, making it far easier to integrate Grammarly into other applications. So far this has been used in over 4,000 products and earned excellent ratings and increased user numbers of Grammarly's service.
Steph
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
44% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2021
$200m
LATE VC
Oct 2019
$90m
LATE VC
Total funding: $400m
Company benefits
- Support for professional development with training, coaching, and regular feedback
- Global, local, and team-specific events and programs
- Catered lunches
- Gym and recreation stipends
- Admission discounts
- Work from home opportunities
- Medical, dental, vision, financial, and other benefits, as well as equity
- Support to set up a home office
- Ample and defined time off
- 401(k) matching
Company values
- Ethical - Be honorable and earn trust by doing the right thing even when no one is watching, every time.
- Adaptable - Embrace change to evolve and succeed, with a positive, problem-solving attitude.
- Gritty - Achieve with passion and perseverance for goals, by doing whatever it takes to get the job done, whenever it’s necessary.
- Empathetic - Treat others as they want to be treated to work well together, by actively listening to put yourself in their shoes and then responding accordingly.
- Remarkable - Always be learning to develop quickly and be exceptional yet humble, by continually seeking out mentors and learning opportunities.
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Alex Shevchenko
(Board Member)Studied at Vienna's International University before receiving an MBA from the University of Toronto. Co-founded MyDropBox.com in 2006. The company was bought by Blackboard Inc. three years later. Co-founded Grammarly in 2009.
Max Lytvyn
(Head of Revenue & Board Member)Studied for an MBA at Vanderbilt University before joining Blacboard Inc. as Director of Product Strategy in 2007. Was General Manager and then Partner at Sciworth Labs from 2004 to 2013. Was a Board Member at Uniweb and invested in farmland investment platform FarmTogether.
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