Customer Success Manager, Grammarly for Education

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Requirements:

• 3+ years of experience in roles focused on customer success and account management.
• Fluent proficiency in English, both in writing and speaking.
• Experience partnering with Education and EdTech industry customers is a plus.
• A proven track record of exceeding renewal quota targets and driving revenue growth as well as delivering on customer retention.
• Builds strong relationships with people to understand their needs and goals and identify creative solutions.
• Experience working with various international stakeholders.
• Can synthesize quantitative and qualitative data, make data-driven decisions, and use (sometimes incomplete) data to identify gaps and opportunities.
• Uses systems such as CRM to track all customer-related activities and deliverables and manage pipeline and project revenue.
• Works to realize business value and expand customer relationships through deep knowledge of customer needs rather than a feature list.
• An understanding of subscription business models, including Freemium, free trials, account expansions, and upsells.

Responsibilities:

• Own all aspects of the customer life cycle post-sales for your assigned book of business, ensuring a harmonious blend of customer satisfaction and successful activation.
• Own the renewal motion for your customers, including pricing negotiations.
• Partner closely with the Sales team to drive expansion and cross-sell opportunities.
• Successfully onboard Grammarly for Education customers by training them on the available tools, determining how Grammarly can help them meet their objectives, and creating a plan based on their goals.
• Conduct regular account reviews, sharing metrics and insights to ensure customers receive maximum value.
• Drive account usage through feature adoption.
• Understand the technical and business aspects of each customer.
• Create and manage feedback loops and gather actionable insights to inform the product roadmap.
• Ensure high levels of customer satisfaction within your assigned Grammarly for Education accounts.
• Contribute to content and process improvements across the customer lifecycle to continually improve the customer experience.