Grammarly team members in this role must be based in the United States, and they must be able to collaborate in person 4 weeks per quarter, traveling if necessary to the hub(s) where the team is based.

The opportunity 

Grammarly is the world’s leading AI writing assistance company trusted by over 30 million people and 70,000 professional teams every day. From instantly creating a first draft to perfecting every message, Grammarly’s product offerings help people at 96% of the Fortune 500 get their point across—and get results. Grammarly has been profitable for over a decade because we’ve stayed true to our values and built an enterprise-grade product that’s secure, reliable, and helps people do their best work—without selling their data. We’re proud to be one of Inc.’s best workplaces, a Glassdoor Best Place to Work, one of TIME’s 100 Most Influential Companies, and one of Fast Company’s Most Innovative Companies in AI.

To achieve our ambitious goals, we’re looking for a Director of Customer Success to join our Revenue team. As the Director of Customer Success, this person will lead our Customer Success teams in the rapidly expanding Grammarly Business organization, reporting to the Chief Customer Officer. Their expertise and vision will be crucial in creating and executing innovative strategies to enhance customer experience and drive growth. This person will be responsible for developing scalable onboarding, adoption, renewal, and account growth approaches.

Your impact

As a Director of Customer Success, your success in this role will be measured based on key metrics such as gross and net dollar retention, contract renewal rates, and overall customer health and product utilization. You will strongly advocate for customers and your team, inspiring them to new heights in performance.

In this role, you will:

• Lead a team of managers and Customer Success teams working primarily in the US and European time zones, responsible for the Enterprise and Commercial segments.
• Partner with our People team to develop consistent titles, levels, and career paths for the Customer Success organization.
• Partner with Customer Experience to map customer journeys and lifecycle stages to define key activities and clear team roles and responsibilities.
• Develop strategies to drive rapid adoption and use of Grammarly across customer organizations that will unlock growth opportunities.
• Work cross-functionally to create assets to support customer engagements, including product adoption reviews, training sessions, proof of concepts, business reviews, and renewal proposal meetings.
• Create operational cadence to improve management and oversight of renewals and predictability of forecasts.
• Partner with Marketing on the creation of external collateral, customer case studies, customer advocacy programs, and outreach campaigns.
• Be the champion and represent the voice of our customers to ensure positive experiences and a customer-led innovation approach, especially for Enterprise customers.
• Develop and manage customer health score, adoption metrics, and customer success plays in our customer success management platform.
• Engage with customers as necessary to help drive expansions and resolve any outstanding customer satisfaction issues.
• Meet and exceed quarterly targets on revenue retention and growth.

We’re looking for someone who

• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
• Is inspired by our MOVE principles, which are the blueprint for how things get done at Grammarly: move fast and learn faster, obsess about creating customer value, value impact over activity, and embrace healthy disagreement rooted in trust.
• Is able to collaborate in person 4 weeks per quarter, traveling if necessary to the hub where the team is based.
• Has 15+ years of experience in Customer Success management or operations.
• Has 10+ years as a people leader, preferably running Customer Success, account management, or renewals management teams. 
• Has experience as a 2nd line manager leading teams of managers.
• Knowledge and experience of SaaS business models, industry trends and metrics, and customer lifecycle management best practices.
• Proficiency in Salesforce, CPQ, and customer success management platforms, like Catalyst or Gainsight.
• Experience with business planning, territory assignments, quota development, and reporting.
• Strong analytical skills and ability to tell stories with numbers.
• Ability to work with senior stakeholders and to present to senior executive audiences.

Support for you, professionally and personally

• Professional growth: We believe that autonomy and trust are key to empowering our team members to do their best, most innovative work in a way that aligns with their interests, talents, and well-being. We support professional development and advancement with training, coaching, and regular feedback.
• A connected team: Grammarly builds a product that helps people connect, and we apply this mindset to our own team. Our remote-first hybrid model enables a highly collaborative culture supported by our EAGER (ethical, adaptable, gritty, empathetic, and remarkable) values. We work to foster belonging among team members in a variety of ways. This includes our employee resource groups, Grammarly Circles, which promote connection among those with shared identities, such as BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs. 

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
• 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

Grammarly takes a market-based approach to compensation, which means base pay may vary depending on your location. Our US and Canada locations are categorized into compensation zones based on each geographic region’s cost of labor index. 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. 

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: $200,000 – $320,000/year (USD)

Zone 2: $180,000 – $280,000/year (USD)

The commission portion for this role will be [up to] 20% of the On-Target Earning (OTE). 

 We encourage you to apply

At Grammarly, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. 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).

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