About the role

Digital Customer Success Manager managing relationships with educational accounts at Superhuman. Driving customer satisfaction and executing contract renewals to maximize Grammarly's value.

Responsibilities

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.

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.

Comprehensive benefits: Superhuman offers all team members competitive pay along with a benefits package encompassing health care and ample and defined time off. We also offer support to set up a home office, wellness, and pet care stipends, learning and development opportunities, and more.