Customer Onboarding Manager

Grammarly is excited to offer a remote-first hybrid working model. Grammarly team members in this role must be based in the United States or Canada, and, depending on business needs, they must meet in person for collaboration weeks, traveling if necessary to the hub(s) where their team is based.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.About GrammarlyGrammarly is the world’s leading AI writing assistance company trusted by over 30 million people and 70,000 teams. From instantly creating a first draft to perfecting every message, Grammarly helps people at 96% of the Fortune 500 and teams at companies like Atlassian, Databricks, and Zoom get their point across—and get results—with best-in-class security practices that keep data private and protected. Founded in 2009, Grammarly is No. 7 on the Forbes Cloud 100, one of TIME’s 100 Most Influential Companies, one of Fast Company’s Most Innovative Companies in AI, and one of Inc.’s Best Workplaces.The OpportunityTo achieve our ambitious goals, we’re seeking a Customer Onboarding Manager to join our Customer Onboarding team. This role will deliver value to our Grammarly Business customers, develop strong relationships that drive adoption and high customer satisfaction, and gather customer insights to share with internal teams. The person in this role will drive strategic implementations of our largest customers, showcasing Grammarly features and business impact, leading to a successful customer onboarding experience.Grammarly’s go-to-market teams are shaping the future of workplace communication. As a member of our team, you will be crucial in expanding the use of our innovative, trustworthy AI writing tools. We strive to ensure that every organization can communicate effectively and efficiently. If you are passionate about transforming how professionals connect and collaborate, we would love to hear from you.As a Customer Onboarding Manager, you will be instrumental in bringing our product to businesses worldwide. You will be part of our rapidly growing Customer Onboarding team, building new processes, onboarding our customers, and driving adoption and time-to-value while 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 Grammarly's value for our clients.RoleYou will work closely with our sales, customer success, and product teams to develop and execute onboarding strategies that optimize the customer journey and drive long-term customer retention and growth. Furthermore, in this role, you will:• Become the trusted advisor for our most significant and strategic customers, driving adoption of our product features, building relationships with key stakeholders, and delivering ROI and time-to-value quickly and efficiently.• Continuously analyze and optimize the onboarding process to improve customer satisfaction, retention, ROI, value, and product adoption.• Assess and understand our ever-changing customer needs and market trends to ensure our onboarding strategy remains relevant and practical.• Work closely and collaborate with customer success, sales, product, and engineering teams to drive customer value quickly and effectively while helping to establish expansion paths.• Be adaptable, easily navigate ambiguous situations, and pivot your approach when needed.• Be resourceful and self-motivated, take initiative, work independently, and always look for new ways to improve skills and contribute to the team.• Establish and develop deep cross-functional relationships within Grammarly by partnering with key stakeholders, driving profound discovery, determining how Grammarly can help them meet their objectives and realize value, and creating a plan based on their goals.• Have intense project management rigor and strong communication and presentation skills.• Conduct regular account status reports, sharing metrics and insights to help identify new opportunities, highlight successes, bridge gaps, and ensure customers see ROI.• Contribute to content and process improvements across the customer lifecycle to continuously improve the customer experience.Qualifications• Has 3+ years of relevant experience in onboarding customers or professional services in a SaaS environment.• Builds strong relationships with people, understands their needs and goals, identifies creative solutions, and manages action items through to completion.• Can synthesize quantitative and qualitative data, make data-driven decisions, and use incomplete data to identify gaps and opportunities.• 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 while empathizing with other teams’ processes and priorities.• Relentlessly sets aggressive short-and long-term goals and possesses a strong internal drive to achieve them.• Experience working with various stakeholders, from senior executives of large companies to technical stakeholders, managers, and end users.• Actively contributes to voice customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution.• Uses systems such as a CRM to track all customer-related activities and deliverables, manage pipelines, and project revenue.• Works to realize business value and expand customer relationships through deep knowledge of customer needs rather than a feature list.• Has a general understanding of subscription business models, including freemium, free trial, account expansion, and upsells.• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.• Is inspired by our MOVE principles: move fast and learn faster; obsess about creating customer value; value impact over activity; and embrace healthy disagreement rooted in trust.• Can meet in person for their team’s scheduled collaboration weeks, traveling if necessary to the hub where their team is based.Compensation And BenefitsGrammarly 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• 20 days of paid time off per year, 12 days of paid holidays per year, two floating holidays per year, and unlimited sick days• Generous stipends (including those for caregiving, pet care, wellness, your home office, and more)• Annual professional development budget and opportunitiesGrammarly takes a market-based approach to compensation, which means base pay may vary depending on your location. Our US locations are categorized into two compensation zones based on proximity to our hub locations.Base pay may vary considerably depending on job-related knowledge, skills, and experience. The expected salary ranges for this position are outlined below by compensation zone and may be modified in the future.United StatesZone 1: $120,000 – $150,000/year OTE (USD)Zone 2: $110,000 – $138,000/year OTE (USD)CanadaZone 1: $101,000 – $126,000/year OTE (CAD)The commission portion for this role will be 20% of the On-Target Earnings (OTE). The market-based compensation differentials will be applied only to base pay for commission-eligible team members.For more information about our compensation zones and locations where we currently support employment, please refer to this page. If a location of interest is not listed, please speak with a recruiter for additional information.We encourage you to applyAt Grammarly, we value our differences, and we encourage all to apply—especially those whose identities are traditionally underrepresented in tech organizations. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, ancestry, national origin, citizenship, age, marital status, veteran status, disability status, political belief, or any other characteristic protected by law. Grammarly is an equal opportunity employer and a participant in the US federal E-Verify program (US). We also abide by the Employment Equity Act (Canada).