Director of Customer Success Operations, Grammarly
$206.5-288k
Salary varies depending on location of applicant
More information about location
AI-powered writing assistant
Open for applications
AI-powered writing assistant
1001+ employees
Open for applications
$206.5-288k
Salary varies depending on location of applicant
More information about location
1001+ employees
Company mission
Grammarly's mission is to improve lives by improving communication.
Role
Who you are
- If you are passionate about transforming the way professionals connect and collaborate, we would love to hear from you
- Has 10+ years of experience in go-to-market operations (Sales, Customer Success, Services, and/or Support)
- Has 5+ years as a people leader, preferably managing Customer Success
- Has 5+ years of B2B SaaS experience along with strong knowledge and experience with SaaS business models, industry metrics, and best practices in managing customer lifecycle
- Has experience in business planning, territory assignments, quota development, and reporting
- Has strong analytical skills and the ability to convey findings through data
- Has the ability to collaborate with senior stakeholders and present to senior executive audiences
- Has previous experience at a company with a product-led growth strategy is ideal but not required
- 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
What the job involves
- We’re looking for a Director, Customer Success Operations to join our Revenue Operations team
- This role will set the vision for our first Customer Success Operations team, drive the organizational design and hiring, and outline the plan for key technology deployments, operational processes, and reporting to drive maximum productivity and success for each team
- 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
- As the Director, Customer Success Operations, you will:
- Develop a strategy for an integrated technology infrastructure that creates a 360-degree view of customers to bring visibility, insights, and actions to all customer-facing teams
- Evaluate go-to-market strategies and refine account coverage models for optimal performance, measured by customer logo and seat retention, revenue retention, and growth
- Define the roles and responsibilities within and across cross-functional teams to ensure clear swimlanes and workstreams through RASCI models and ongoing collaboration
- Collaborate with Sales Operations, GTM Systems, Analytics, Product, and Finance to capture and align customer subscription data and recurring revenue for financial reporting and annual operating plans
- Collaborate with Sales Operations to ensure consistency in data management, pipeline management, forecasting, and reporting
- Establish a core set of KPIs for all teams to assess the operational effectiveness of each team
- Lead the process for determining and executing operational roadmaps to support the Customer Organization
- Own territory assignments and quota development for Customer Success
- In partnership with Customer Success leadership, create a customer health score strategy and playbooks, including automation and a digital success motion
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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