Senior Director, Customer Success - Driving Business Growth and Client Satisfaction at Grammarly

Join Grammarly's Business Initiative Team as a Senior Director, Customer Success

Grammarly is on a mission to revolutionize the way people communicate. As a leader in the writing and communication space, we're committed to helping individuals and businesses express themselves with confidence and clarity. To achieve our ambitious goals, we're seeking an exceptional Senior Director, Customer Success to join our Business Initiative team.

About the Role

As our first Senior Director, Customer Success, you will be responsible for developing and executing strategic initiatives that drive positive business outcomes for our clients. You will lead a team of front-line managers and report directly to the Head of Customer Success for Grammarly's B2B business. Your focus will be on delivering value to our clients, driving revenue growth, and fostering a culture of excellence within our Customer Success team.

Key Responsibilities

• Develop and execute strategic plans to drive client success and revenue growth
• Lead and manage a team of front-line managers, providing guidance and coaching to ensure success
• Collaborate cross-functionally with teams such as Sales, Product Management, Revenue Operations, and Product Marketing to drive business outcomes
• Own revenue-related targets, including pipeline generation, growth, and Net Dollar Retention
• Develop and implement metrics to measure team performance and drive data-driven decision-making
• Foster a culture of excellence within the Customer Success team, promoting Grammarly's Energetic values (moral, adaptable, gritty, empathetic, and remarkable)

Qualifications and Skills

To succeed in this role, you'll need:

• A Bachelor's degree from a reputable institution
• A proven track record of driving business growth and client satisfaction in a customer-facing role
• Strong leadership and management skills, with experience leading high-performing teams
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and stakeholders
• A data-driven approach to decision-making, with the ability to analyze complex data sets and drive insights
• A customer-centric mindset, with a deep understanding of client needs and goals
• Experience working in a subscription-based business model, including Freemium, free trial, account expansion, and upsells
• Ability to live on the West coast of the US or Canada and collaborate in-person at least once a quarter

What We Offer

At Grammarly, we're committed to supporting our colleagues' professional and personal growth. Here's what you can expect:

• Professional Development: We believe in empowering our colleagues to deliver their best work. We offer training, coaching, and regular feedback to support your growth and development.
• Connected Team: Our remote-first hybrid model fosters a highly collaborative culture, supported by our Energetic values. We celebrate our colleagues and achievements through global, local, and team-specific initiatives.
• Competitive Compensation and Benefits: We offer a comprehensive benefits package, including great healthcare, disability and life insurance options, 401(k) and RRSP matching, paid parental leave, and more.
• Work-Life Balance: We believe in promoting work-life balance, with 20 days of paid time off each year, 11 paid holidays, and unlimited days off.
• Perks and Benefits: We offer a range of perks, including workspace allowances, parental and pet care payments, wellness payments, and learning and development opportunities.

Career Growth and Learning Benefits

As a Senior Director, Customer Success at Grammarly, you'll have opportunities to:

• Develop your leadership and management skills, with guidance from our experienced leadership team
• Drive business growth and client satisfaction, with a focus on delivering value to our clients
• Collaborate with cross-functional teams to drive business outcomes and promote a culture of excellence
• Stay up-to-date with industry trends and best practices, with access to training and development opportunities

Work Environment and Company Culture

At Grammarly, we pride ourselves on our inclusive and collaborative culture. Our remote-first hybrid model allows us to work with talented individuals from around the world, while our Energetic values promote a culture of excellence and teamwork. We're committed to fostering a sense of belonging among our colleagues, through initiatives such as our employee resource groups, Grammarly Circles.

Compensation and Benefits

We're offering a competitive salary of $25/hour, along with a comprehensive benefits package that includes:

• Great healthcare, including 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 each year, 11 paid holidays, and unlimited days off
• Workspace allowances
• Parental and pet care payments
• Wellness payments
• Learning and development opportunities

Join Our Team

If you're a motivated and experienced leader looking to drive business growth and client satisfaction, we want to hear from you. As a Senior Director, Customer Success at Grammarly, you'll have the opportunity to make a real impact on our business and our clients. Apply now to join our team and start your journey to success!