Digital Customer Success Manager

This is a fully remote position, open to applicants in Poland.

📋 Description

• Take charge of all facets of the post-sales customer lifecycle for a designated portfolio of clients.

• Manage renewals for over 400 customers, including negotiations on pricing.

• Collaborate with the Sales team to promote expansion and cross-sell opportunities.

• Educate Grammarly customers on the available tools and identify how Grammarly can assist in achieving their objectives.

• Develop customer plans tailored to their specific goals.

• Perform account reviews on a large scale and inform customers about Grammarly best practices and usage trends.

• Enhance account engagement by promoting feature adoption.

• Contribute to the enhancement of content and processes throughout the customer lifecycle.

• Support a customer success strategy focused on adoption, value realization, and customer growth.

⛳️ Requirements

• Minimum of 2 years of experience in Customer Success, Sales, Support, or Account Management.

• Excellent command of English, both written and spoken.

• Experience in managing a large volume of customers while achieving results at scale.

• Demonstrated success in surpassing quota targets, fostering revenue growth, and ensuring customer satisfaction.

• Ability to cultivate strong relationships, comprehend needs and objectives, and devise innovative solutions.

• Proficient in synthesizing quantitative and qualitative data to make informed, data-driven decisions.

• Skilled at using data to pinpoint gaps and opportunities.

• Establishes ambitious short- and long-term goals with a strong internal motivation to attain them.

• Actively participates in voice-of-the-customer initiatives by gathering customer feedback.

• Utilizes CRM systems to monitor customer activities, manage deliverables, and oversee pipeline and project revenue.

• Familiarity with Outreach and Salesforce is advantageous.

• Understanding of subscription business models, including freemium, free trials, account expansions, and upselling.

• Capable of working independently with minimal oversight and proactively managing tasks and priorities across various projects.

• Ability to analyze and execute tasks efficiently while collaborating with cross-functional teams in fast-paced, results-oriented settings.

🏝️ Benefits

• Opportunities for professional growth through autonomy and trust.

• Remote-first hybrid work model.

• Access to employee resource groups and Superhuman Circles.

• Various celebration programs at global, local, and team levels.

• Competitive salary.

• Comprehensive health care benefits.

• Generous and clearly defined time off policy.

• Support for home office setup.

• Wellness stipend.

• Pet care stipend.

• Opportunities for learning and development.