Manager, Customer Value

The job overview for the Manager, Customer Value role at Grammarly is to drive positive business outcomes for Grammarly and its customers through value-realization efforts that lead to revenue generation and learnings. The manager will collaborate with various teams to ensure strong user and feature adoption, high customer satisfaction, and value throughout the customer journey. They will also be responsible for creating and managing a plan to maximize the value of Grammarly for clients, improving onboarding success, identifying repeatable success motions, and gathering actionable insights to inform the product roadmap. The ideal candidate should embody Grammarly's values, have a proven track record of delivering high customer satisfaction, and possess strong relationship-building and data-driven decision-making skills.

• Create and manage a plan to step-change enterprise value realization, account expansion, and learnings in partnership with Sales Engineering, Product, Marketing, and the Global Customer Success team.
• Achieve a new level of onboarding success, including swift time to value, feature adoption, and utilization goals.
• Identify repeatable success motions and manage playbooks.
• Conduct regular account, process, and systems reviews to identify ways to increase the effectiveness and efficiency of the team.
• Create and manage feedback loops, gathering actionable insights that will inform the product roadmap.
• Improve the customer experience in the customer success motion, delivering high levels of customer satisfaction and NPS.
• Build strong relationships with people, understand their needs and goals, identify creative solutions, and manage action items through to completion.
• Search for reasons and causes, synthesize quantitative and qualitative data, make data-driven decisions, and use data to identify gaps and opportunities.
• Deliver very high customer satisfaction scores.
• Actively advocate for customers, working cross-functionally with PMs, engineers, marketers, and others to delight customers and help them meet their business goals.
• Set aggressive short- and long-term goals and possess a strong internal drive to achieve them.
• Identify ways to create new leads and other sales opportunities within existing accounts.
• Contribute to voice customer initiatives, provide customer feedback to other teams, aid in prioritization, and follow through to resolution.
• Use systems (e.g., CRM) to track and analyze all customer-related activities and deliverables, pipeline management, and revenue projection.
• 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 the United States or Canada
• Must be able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub(s) where the team is based
• Proven track record of delivering high customer satisfaction scores
• Ability to synthesize quantitative and qualitative data to make data-driven decisions
• Strong relationship-building skills and ability to understand needs and goals of others
• Experience working with various stakeholders, from senior executives to end users
• Familiarity with subscription business models, including freemium, free trial, account expansion, and upsells
• Excellent communication and collaboration skills
• Strong problem-solving and analytical skills
• Ability to manage and prioritize multiple tasks and projects
• Proficiency in using CRM systems for tracking and analyzing customer-related activities and deliverables
• Ethical, adaptable, gritty, empathetic, and remarkable mindset
• Strong drive to achieve aggressive short- and long-term goals
• Ability to identify gaps and opportunities based on data analysis
• Experience in creating and managing feedback loops for product improvement
• Knowledge of customer success strategies and best practices
• Ability to create and manage playbooks for repeatable success motions
• Familiarity with onboarding processes and swift time to value goals
• Ability to improve customer experience and deliver high levels of customer satisfaction and NPS

• Professional growth opportunities including training, coaching, and regular feedback
• A connected team culture with a remote-first hybrid model and employee resource groups
• Competitive pay
• Excellent health care coverage including medical, dental, vision, mental health, and fertility benefits
• Disability and life insurance options
• 401(k) and RRSP matching
• Paid parental leave
• Twenty days of paid time off per year, eleven days of paid holidays per year, and unlimited sick days
• Home office stipends
• Caregiver and pet care stipends
• Wellness stipends
• Admission discounts
• Learning and development opportunities