Customer Success Operations Manager, Grammarly

• Has 4+ years of experience in go-to-market operations, with a strong preference for supporting customer-success organizations
• Has experience with territory planning, quota development, reporting models, industry-standard CS metrics, and implementing CS best practices across the post-sales customer lifecycle
• Has experience using analytical skills to translate data into actionable insights
• Demonstrates the ability to collaborate cross-functionally and confidently present to senior leadership
• Experience with Salesforce and CS platforms like Gainsight, Hook, or ChurnZero
• Experience working in a high-growth, fast-paced SaaS environment
• Strong project management and prioritization skills
• Experience supporting or building operational strategies for a scaled, digital-led Customer Success team—or time in a customer-facing post-sales role—is a strong plus
• Has experience at a product-led growth (PLG) company (ideal but not required)
• Embodies our EAGER values—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

• To achieve our ambitious goals, we’re looking for a Customer Success Operations Manager to join our budding Customer Success Operations team as a founding member.
• This role will be vital in building CS Operations at Grammarly from the ground up, supporting both the Customer Success and Revenue Operations teams through scalable operational execution and building and optimizing our CS technology stack
• This role will also manage key initiatives that enable our CS team to deliver customer value, drive adoption, and achieve renewal and expansion outcomes at scale
• You’ll play a key role in enabling operational excellence across our Customer Success motion
• You will leverage data, tools, and process improvements to help our teams work more effectively and provide a best-in-class customer experience
• As a Customer Success Operations Manager, you will support the day-to-day execution of key operational initiatives, manage and evolve core CS processes, and serve as a systems administrator and technical resource for our CS platforms
• You’ll bring a data-driven mindset, curiosity for how things work, and a collaborative spirit to everything you do
• Execute and improve core operational processes across the customer lifecycle, such as health scoring, renewals, and ongoing digital customer engagements
• Support administration and optimization of our CS technology stack, ensuring systems are configured to support workflows, reporting, and automation
• Partner with CS leadership to define, track, and report on key customer health, adoption, and retention metrics
• Assist with territory design, customer segmentation, and account assignment processes to ensure equitable and scalable coverage
• Collaborate with cross-functional Sales Ops, Marketing Ops, Analytics, Systems, and Finance partners to ensure data alignment and consistency across customer records and revenue reporting
• Support forecasting processes by ensuring data quality and preparing reports and insights
• Identify and document pain points in current CS workflows, proposing and implementing improvements to drive efficiency
• Contribute to strategic projects that evolve the customer journey and drive operational maturity across the CS function

• 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

Total funding: $400m

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