Digital Customer Success Manager, Grammarly for Education

Superhuman offers a dynamic hybrid working model for this role. This flexible approach gives team members the best of both worlds: plenty of focus time along with in-person collaboration that helps foster trust, innovation, and a strong team culture.

About Superhuman

Grammarly is now part of Superhuman, the AI productivity platform on a mission to unlock the superhuman potential in everyone. The Superhuman suite of apps and agents brings AI wherever people work, integrating with over 1 million applications and websites. The company's products include Grammarly's writing assistance, Coda's collaborative workspaces, Mail's inbox management, and Go, the proactive AI assistant that understands context and delivers help automatically. Founded in 2009, Superhuman empowers over 40 million people, 50,000 organizations, and 3,000 educational institutions worldwide to eliminate busywork and focus on what matters. Learn more at superhuman.com and about our values here.

To achieve our ambitious goals, we’re looking for a Digital Customer Success Manager to join our Digital Customer Success team. This role will be responsible for cultivating and maintaining strong relationships with their assigned accounts, ensuring high levels of value for our customers, and executing successful contract renewals.

This role reports to the Digital CS Manager and will be instrumental in supporting a customer success engine that aims to maximize Grammarly's value for our Grammarly for Education customers.

In this role, you will:

• Own all aspects of the customer life cycle post-sales for your assigned book of business, ensuring customer satisfaction and successful adoption.
• Own the renewal motion for your customers, including pricing negotiations.
• Partner closely with the Sales team to drive expansion and cross-sell opportunities. 
• Collaborate with Marketing and Enablement to create targeted email campaigns, learning content, webinars, and in-product guidance.
• Support Grammarly customers by training them on available tools, determining how Grammarly can help them meet their objectives, and creating a plan based on their goals.
• Conduct account reviews at scale, educating customers on best practices and trends across various use cases of Grammarly. 
• Drive account usage through feature adoption.
• Contribute to content and process improvements across the customer lifecycle to continually improve the customer experience. 
• Design and launch digital programs that scale customer success efforts across the customer lifecycle. 

Qualifications

• Has 2+ years of experience in Customer Success, Sales, or Account Management roles.
• Has fluent proficiency in English, both in writing and speaking.
• Experience working with a large volume of customers, delivering results at scale.
• Has a proven track record of exceeding quota targets and driving revenue growth, as well as delivering on customer satisfaction.
• Builds strong relationships with people to understand their needs and goals and identify creative solutions.
• Can synthesize quantitative and qualitative data, make data-driven decisions, and use data to identify gaps and opportunities.
• Sets aggressive short and long-term goals and possesses a strong internal drive to achieve them.
• Actively contributes to voice-of-the-customer initiatives by providing customer feedback to other teams.
• Uses systems such as CRM to track all customer-related activities and deliverables, and manage pipeline and project revenue. Experience with tools like Outreach and Salesforce is a plus!
• Has an understanding of subscription business models, including Freemium, free trials, account expansions, and upsells.
• Has a demonstrated ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments.

Support for you, professionally and personally

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