Commercial Customer Success Manager, Spanish or Japanese Speaking
4 weeks ago
Grammarly is excited to offer a remote-first hybrid working model. Team members work primarily remotely in the United States, Canada, Ukraine, Germany, or Poland. Certain roles have specific location requirements to facilitate collaboration at a particular Grammarly hub. All roles have an in-person component: Conditions permitting, teams meet 2–4 weeks every quarter at one of Grammarly’s hubs in San Francisco, Kyiv, New York, Vancouver, and Berlin, or in a workspace in Kraków. This flexible approach gives team members the best of both worlds: plenty of focus time along with in-person collaboration that fosters trust and unlocks creativity. Grammarly team members in this role must be based in the United States or Canada, and they must be able to collaborate in person 2 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. To achieve our ambitious goals, we’re looking for a Commercial Customer Success Manager to join our Customer Success Team. This role will deliver value to our Grammarly Business customers, develop strong relationships with clients that drive adoption and high customer satisfaction, and gather customer insights to share with the Marketing and Product teams. The person in this role will also drive expansions and renewals across our existing customer base. Your impact As a Bilingual Commercial Customer Success Manager, you will be instrumental in bringing our product to businesses worldwide. You will be part of our rapidly growing Customer Success team, implementing a next-generation customer engagement motion that blends the best of proven approaches with rule-breaking ways to create an end-to-end approach that maximizes the value of Grammarly for our clients. In This Role, You Will Develop deep relationships with our Grammarly Business stakeholders by driving profound discovery, determining how Grammarly can help them meet their objectives and realize value, and creating a plan based on their goals. Identify opportunities to engage with new departments and exec-level stakeholders through outbound value-driven prospecting efforts to expand our footprint across existing business accounts. Conduct regular account reviews, sharing metrics and insights to ensure customers receive maximum value. Create and manage feedback loops, gathering actionable insights to inform the product roadmap. Deliver high levels of customer satisfaction and NPS. Contribute to content and process improvements across the customer lifecycle to continuously improve the customer experience. 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 2 weeks per quarter, traveling if necessary to the hub where the team is based. Has fluent proficiency in speaking English and Spanish or Japanese. Builds strong relationships with people, understands their needs and goals, identifies creative solutions, and manages action items through to completion. 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. Uses systems such as a CRM to track all customer-related activities and deliverables, manage pipelines, and project revenue. Has a general understanding of subscription business models, including freemium, free trial, account expansion, and upsells. Support for you, professionally and personally Professional growth: We support professional development and advancement with training, coaching, and regular feedback. A connected team: Our remote-first hybrid model enables a highly collaborative culture supported by our EAGER values. 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 Learning and development opportunities 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. Grammarly is an equal opportunity employer. #J-18808-Ljbffr
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