Manager of Digital Customer Success, Grammarly
$155-215k
Salary dependent on location. Commissions are 20% of the total “On Target Earnings”
AI-powered writing assistant
Be an early applicant
AI-powered writing assistant
1001+ employees
Be an early applicant
$155-215k
Salary dependent on location. Commissions are 20% of the total “On Target Earnings”
1001+ employees
Company mission
Grammarly's mission is to improve lives by improving communication.
Role
Who you are
- 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
What the job involves
- 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
- 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
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
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 HQ
Financial District, San Francisco, CA
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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