Head of EDU Customer Success
Grammarly offers a remote-first hybrid working model. Team members can work primarily remotely. Teams will meet in person every quarter in one of Grammarly’s hubs, currently in San Francisco, Vancouver, New York, and Kyiv. To ensure that teams are able to overlap in their working hours and to meet face-to-face when needed, all team members need to live within three time zones of their direct team.
Head of EDU Customer Success — San Francisco/New York
Grammarly team members who will be collaborating at our San Francisco hub must be based in the United States.
The opportunity
Grammarly empowers people to thrive and connect, whenever and wherever they communicate. Every day, 30 million people and 30,000 teams around the world use our AI-powered writing assistant. All of this begins with our team collaborating in a values-driven and learning-oriented environment.
Serving students and their institutions is a core area of our focus and how we deliver on our mission to improve lives by improving communication. To achieve our ambitious goals in the education business, we’re looking for a Head of EDU Customer Success. This role will report directly to the Head of Revenue for Grammarly’s B2B offering. As the first dedicated Head of EDU Customer Success, this person will define this function and the specific strategies required to build it. They will work with the EDU Sales, Sales Engineering, Marketing, Product Marketing, and RevOps teams. They will also coordinate with and support the Product and Growth teams to build future roadmaps for the business.
Your impact
As the Head of EDU Customer Success, you will build a new function responsible for ensuring successful onboarding and product usage, and the expansion and health of educational accounts.
- By the end of month one, you will be deeply familiar with your team, the cross-functional EDU leadership team, and the existing product, sales motions, segment performance (e.g., bookings, expansion, retention), and related systems and processes.
- By the end of month three, you will have a basic performance-management process in place and will be testing new playbooks to better serve educational institutions. You will have a set of operational priorities for future foundation building as well as work closely with the cross-functional leadership team to build toward a long-term strategy for global expansion.
- By the end of month six, you will be establishing a highly effective operating cadence, capturing performance improvements, ramping new team members, and establishing a predictable and repeatable EDU customer success motion.
- By the end of year one, you will be readying a global strategy with the cross-functional Education/EDU leadership team. You will have designed a scalable EDU Customer Success team structure with strong onboarding processes and key assets for team member success, and you will be preparing to hire for aggressive 2023 growth.
We’re looking for someone who
- Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
- Has 5+ years experience in top-performing sales environments to drive sales and/or expansion through repeatable and efficient go-to-market strategies.
- Is familiar with the EdTech industry and how technologies are purchased by educational institutions.
- Has successfully worked in customer success in the education industry or in an industry with similar dynamics.
- Has successfully built sales/success teams with strong levels of performance and team engagement.
- Has worked directly as a peer to other sales leaders building out their teams.
- Has built performance management systems to drive the growth and performance of team members as well as to inform strategies and cross-functional collaboration.
- Can consider, play out, and weigh alternative scenarios based on strategic objectives.
- Relentlessly sets and pursues aggressive short- and long-term goals.
- Builds and deepens relationships with people, understanding their feelings, their goals, their fears, and their dreams.
Support for you, professionally and personally
- Professional growth: We hire people we trust, and we give team members autonomy to do their best work. We also support professional development 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. We have a highly collaborative culture supported by our EAGER values. We also take time to celebrate our colleagues and accomplishments with global, local, and team-specific events and programs.
- Comprehensive benefits: Grammarly offers all team members competitive pay along with a benefits package encompassing superior health care (including mental health benefits). We also offer support to set up a home office, ample and defined time off, gym and recreation stipends, 401(k) matching, and more.
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, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Grammarly will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. Grammarly is an equal opportunity employer and participant in the U.S. Federal E-Verify program.
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Please note that Grammarly’s COVID-19 vaccination policy requires that all team members in North America be vaccinated against COVID-19 to meet in person for Grammarly business or to work from a North America hub location. It is expected that this will be a requirement for this role. Qualified candidates in North America who cannot be vaccinated for medical reasons or because of a sincerely held religious belief may request a reasonable accommodation to this policy. For Ukraine, this policy requires team members to be vaccinated or produce a daily negative COVID-19 test administered at the Kyiv hub to work from the hub or attend in-person meetings.
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