Customer Success Manager

Job description

Grammarly offers a dynamic hybrid model, and candidates in this role can be based remotely. You may be expected to travel to meet in person during your team’s scheduled collaboration weeks. Managers will determine in-person time according to business needs.

This hybrid approach helps foster trust, innovation, and a strong team culture, with the flexibility of working from home, whenever you need focus time.

About Grammarly

Grammarly is the trusted AI assistant for communication and productivity, helping over 40 million people and 50,000 organizations do their best work. Companies like Atlassian, Databricks, and Zoom rely on Grammarly to brainstorm, compose, and enhance communication that moves work forward. Grammarly works where you work, integrating seamlessly with over 500,000 applications and websites. Founded in 2009, Grammarly is No. 7 on the Forbes Cloud 100, one of TIME’s 100 Most Influential Companies, one of Fast Company’s Most Innovative Companies in AI, and one of Inc.’s Best Workplaces.

The Opportunity

As a Customer Success Manager, you’ll play a key role in driving product adoption and ensuring that your accounts fully realize the value of their investment in Coda. Joining a dynamic team of Customer Success professionals, you’ll help shape the future of customer success by combining proven strategies with innovative digital tools to create a seamless, end-to-end experience that guarantees our customers achieve success with our platform.

In this role, you will:

• Collaborate with senior decision-makers to demonstrate the value of their decision to use Coda.
• Own the responsibility for driving adoption and ensuring high retention across a growing portfolio of emerging Coda accounts.
• Establish yourself as a trusted advisor, helping clients develop a clear, actionable plan to achieve their business objectives.
• Lead regular account reviews, providing valuable insights and metrics to ensure customers understand the maximum benefit from Coda.
• Build and manage feedback loops to capture insights that will influence the development of Coda’s product roadmap.
• Contribute to content and process improvements across the customer lifecycle to continuously improve the customer experience.

Qualifications

• Have 5+ years of Customer Success experience in a similar SaaS environment
• Consider yourself more on the ‘technical’ side of Customer Success - you’re who your peers would ask to build complex models, test a new AI/Productivity software, and are comfortable with Excel/Sheets (or another) formula language.
• Builds strong relationships with people, understands their needs and goals, identifies creative solutions, and manages action items through to completion.
• Searches for reasons and causes.
• Can synthesize quantitative and qualitative data, make data-driven decisions, and use (sometimes incomplete) data to identify gaps and opportunities.
• Has a proven track record of delivering high customer satisfaction and retention.
• Actively advocates for customers, working cross-functionally with PMs, engineers, marketers, and others to delight customers and help them meet their business goals while empathizing with other teams’ processes and priorities.
• Relentlessly sets aggressive short- and long-term goals and possesses a strong internal drive to achieve them.
• Identifies ways to create new leads and other sales opportunities within existing accounts. Has experience working with various stakeholders, from senior executives of large companies to end users.
• Actively contributes to voice customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution.
• Uses systems (e.g., CRM) to track all customer-related activities and deliverables, pipeline management, and revenue projection.
• Works to realize business value and expand customer relationships through deep knowledge of customer needs rather than a feature list.
• Has a demonstrated ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments.
• 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.

Compensation and Benefits

Grammarly offers all team members competitive pay along with a benefits package encompassing the following and more:

• Excellent health care (including a wide range of medical, dental, vision, mental health, and fertility benefits)
• Disability and life insurance options
• 401(k) and RRSP matching
• Paid parental leave
• 20 days of paid time off per year, 12 days of paid holidays per year, two floating holidays per year, and flexible sick time
• Generous stipends (including those for caregiving, pet care, wellness, your home office, and more)
• Annual professional development budget and opportunities

Grammarly takes a market-based approach to compensation, which means base pay may vary depending on your location. Our US locations are categorized into two compensation zones based on proximity to our hub locations. In Canada, all locations where we support employment are considered “Zone 1”.

Base pay may vary considerably depending on job-related knowledge, skills, and experience. The expected salary ranges for this position are outlined below by compensation zone and may be modified in the future.

United States:

Zone 1: $132,000 – $185,300 OTE/year (USD)

Zone 2: $119,000 – $167,300 OTE/year (USD)

Canada:

Zone 1: $108,000 – $156,800 OTE/year (CAD)

Commissions are 20% of the total “On Target Earnings” (OTE) for this role.

For more information about our compensation zones and locations where we currently support employment, please refer to this page. If a location of interest is not listed, please speak with a recruiter for additional information.

We encourage you to apply

At Grammarly, we value our differences, and we encourage all to apply—especially those whose identities are traditionally underrepresented in tech organizations. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, ancestry, national origin, citizenship, age, marital status, veteran status, disability status, political belief, or any other characteristic protected by law. Grammarly is an equal opportunity employer and a participant in the US federal E-Verify program (US). We also abide by the Employment Equity Act (Canada).

#LI-Hybrid