Lead Customer Success Manager

Grammarly; San Francisco (CA); Hybrid; USD 173,000 - 228,000; Full time

Job summary

An innovative company is seeking a Lead Customer Success Manager to join their Enterprise Customer Success team. This pivotal role involves cultivating strong relationships with enterprise accounts and ensuring high customer value. You will lead renewal strategies, drive adoption of AI writing tools, and collaborate cross-functionally to maximize customer success. If you are passionate about transforming workplace communication and have a proven track record in customer success, this is an exciting opportunity to make a significant impact in a dynamic, hybrid work environment.

Benefits

Flexible work hours

Remote work options

Health insurance

Professional development opportunities

Generous paid time off

Wellness programs

Retirement plan

Employee discounts

Team-building events

Work-from-home stipends

Qualifications

• 7+ years in Customer Success or Account Management with enterprise SaaS.
• Proven success in managing large accounts and driving renewals.

Responsibilities

• Own the post-sales lifecycle for enterprise accounts, ensuring success.
• Lead renewal strategies and drive account growth.

Skills

Customer Success Management

Account Management

Relationship Building

Analytical Skills

Communication Skills

Consultative Approach

Stakeholder Management

Education

Bachelor's Degree

Tools

Salesforce

Job description

Grammarly offers a dynamic hybrid model, and candidates in this role can be based remotely. You may be expected to travel to meet in person during your team’s scheduled collaboration weeks. Managers will schedule in-person time according to business needs.

This hybrid approach helps foster trust, innovation, and a strong team culture. It also offers the flexibility of working from home whenever you need focus time.

About Grammarly

Grammarly is the world’s leading AI writing assistance company, trusted by over 40 million people and 50,000 organizations. From instantly creating a first draft to perfecting every message, Grammarly helps people at 96% of theFortune 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. 14 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 Opportunity

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

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 the way professionals connect and collaborate, we would love to hear from you.

As a member of the Grammarly team, your role as a Lead Customer Success Manager will be pivotal in integrating our product into enterprise organizations to help solve some of their toughest challenges. You will be instrumental in creating a customer success engine that aims to maximize Grammarly's value for our customers.

In this role, you will:

• Own the full post-sales customer lifecycle for your assigned enterprise accounts, ensuring seamless onboarding, activation, and long-term success.
• Lead renewal strategies end-to-end, including pricing proposals and contract negotiations, to drive retention and account growth.
• Partner cross-functionally with Sales and Key Accounts teams to identify and execute on expansion and cross-sell opportunities.
• Deliver high-impact enablement experiences by deeply understanding customer goals, training users on Grammarly’s products and features, and aligning product capabilities with organizational goals and objectives.
• Conduct strategic account reviews, providing tailored insights and performance metrics to reinforce value, deepen engagement, and align on success plans.
• Drive adoption and product usage through thoughtful engagement strategies, champion development, and customer education.
• Leverage customer engagement data and trends to identify risks, uncover opportunities, and take proactive, data-informed actions that exceed performance targets.
• Act as a consultative partner and trusted advisor, aligning Grammarly’s AI-powered solutions with each customer’s business strategy and communication goals.
• Apply knowledge of AI and Large Language Models (LLMs) to help customers stay ahead of industry trends and maximize value from Grammarly’s offerings.
• Build and grow strategic relationships through multithreading, identifying and nurturing champions and influencers across departments and seniority levels.
• Lead effective, executive-ready customer meetings, crafting clear agendas, surfacing strategic insights, and facilitating collaborative decision-making.
• Gather and synthesize customer feedback, creating meaningful feedback loops to influence Grammarly’s product roadmap and innovation priorities.
• Contribute to continuous improvement initiatives by identifying gaps, streamlining processes, and supporting team-wide content and operational enhancements.
• Mentor peers and share best practices, serving as a trusted resource and collaborator across the Customer Success team and broader organization.

Qualifications:

• 7+ years of experience in Customer Success, Account Management, or a related client-facing role with enterprise SaaS customers.
• Proven success managing large, strategic accounts—owning renewals, driving adoption, and exceeding retention and revenue goals.
• Strong communicator with exceptional relationship-building skills and a consultative, customer-centric approach.
• Comfortable working with C-level stakeholders and navigating complex organizational structures through strategic multithreading.
• Analytical mindset with the ability to interpret both quantitative and qualitative data, identify trends, and act decisively.
• Experience influencing cross-functional partners, including product, marketing, and engineering, to advocate for customer needs and business outcomes.
• Operational excellence in tools like CRM (e.g., Salesforce) for tracking activities, pipeline, and project milestones.
• Solid understanding of subscription models, including freemium, pilots, upsells, and customer lifecycle strategies.
• Demonstrated fluency in English—both written and spoken—with polished communication and presentation skills.
• Familiarity with the AI landscape, especially Large Language Models (LLMs), and a strong ability to translate technical concepts into business value.
• Embodies Grammarly’s EAGER values (Ethical, Adaptable, Gritty, Empathetic, Remarkable) and lives by our MOVE principles (Move fast and learn faster; Obsess about creating customer value; Value impact over activity; Embrace healthy disagreement rooted in trust).

Grammarly 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. The expected “On Target Earnings” (OTE) for this role are outlined below and may be modified in the future.

United States:

Zone 1: $192,000 – $228,000/year (USD)

Zone 2: $173,000 – $205,300/year (USD)

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.

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