Commercial Customer Success Manager

The job overview for the Customer Success Manager role at Grammarly is to deliver value to key business customers, develop strong relationships with clients, gather customer insights, and work on expansions and renewals. The role involves successfully onboarding Grammarly users, conducting regular account reviews, creating feedback loops, delivering high levels of customer satisfaction, and contributing to content and process improvements. The ideal candidate should embody Grammarly's values, collaborate in person, build strong relationships, analyze data, advocate for customers, set ambitious goals, identify sales opportunities, and have a general understanding of subscription business models.

• Successfully onboard Grammarly users by training them on the available tools, determining how Grammarly can help them meet their objectives, and creating a plan based on their goals.
• Conduct regular account reviews, sharing metrics and insights to ensure that customers receive maximum value.
• Create and manage feedback loops, gathering actionable insights that will inform the product roadmap.
• Deliver high levels of customer satisfaction and NPS.
• Work on account expansion and implement processes for account growth.
• Contribute to content and process improvements across the customer lifecycle to continuously improve the customer experience.
• Build strong relationships with people, understand their needs and goals, and identify creative solutions.
• Search for reasons and causes, synthesize quantitative and qualitative data, make data-driven decisions, and use data to identify gaps and opportunities.
• Actively advocate for customers, working cross-functionally with PMs, engineers, marketers, and others to delight customers and help them meet their business goals while being empathetic to other teams' processes and priorities.
• Relentlessly set ambitious goals and have a strong internal drive to achieve them.
• Identify ways to create new sales opportunities within existing accounts, working with a variety of stakeholders.
• Actively contribute to the voice of the customer initiatives, provide customer feedback to other teams, aid in prioritization, and follow through to resolution.
• Work to realize business value and expand customer relationships through deep knowledge of customer needs.
• Have a general understanding of subscription business models, including freemium, free trial, account expansion, and upsells.

• Must be based in Poland and able to collaborate in person 2 weeks per quarter
• Ethical, adaptable, gritty, empathetic, and remarkable
• Builds strong relationships and identifies creative solutions
• Able to synthesize quantitative and qualitative data and make data-driven decisions
• Proven track record of delivering high customer satisfaction scores
• Advocates for customers and works cross-functionally with other teams
• Sets ambitious goals and has a strong internal drive to achieve them
• Identifies new sales opportunities within existing accounts
• Contributes to voice of the customer initiatives and provides feedback to other teams
• Deep knowledge of customer needs and ability to expand customer relationships
• General understanding of subscription business models

• Professional growth opportunities, including autonomy, trust, training, coaching, and regular feedback
• A connected team culture with a remote-first hybrid model and EAGER values
• Employee resource groups and Grammarly Circles for fostering belonging and connection among team members with shared identities
• Comprehensive benefits package, including competitive pay, life care (including mental health care and risk benefits), defined time off, home office setup support, wellness and pet care stipends, and learning and development opportunities
• Equal opportunity company that values diversity and encourages underrepresented individuals to apply
• Strong encouragement for team members meeting in person or working from a hub location to be vaccinated against COVID-19