Commercial Customer Success Manager

The Customer Success Manager will be responsible for delivering value to key business customers, developing strong relationships with clients that drive adoption and high customer satisfaction, and gathering customer insights to be shared with the Marketing and Product teams. They will also work with the Sales team on expansions and renewals. The ideal candidate should have a proven track record of delivering very high customer satisfaction scores, be able to collaborate in person 2 weeks per quarter, and have experience working with a variety of stakeholders. Grammarly offers a remote-first hybrid working model, and team members work primarily remotely in the United States, Canada, Ukraine, Germany, Poland, or Portugal.

• 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.

• Must be based in Ukraine or Poland
• Must be able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub(s) where the team is based
• Embodies EAGER values - ethical, adaptable, gritty, empathetic, and remarkable
• Builds strong relationships with people, understands their needs and goals, and identifies creative solutions
• Has the ability to synthesize quantitative and qualitative data, make data-driven decisions, and use data to identify gaps and opportunities
• Has a proven track record of delivering very high customer satisfaction scores
• Actively advocates 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 sets ambitious goals and has a strong internal drive to achieve them
• Identifies ways to create new sales opportunities within existing accounts. Has experience working with a variety of stakeholders, from senior executives of large companies to end users
• Actively contributes to the voice of the customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution
• Works to realize business value and expand customer relationships through deep knowledge of customer needs rather than through a feature list
• Has a general understanding of subscription business models, including freemium, free trial, account expansion, and upsells.