Job Details

Customer Onboarding Manager at Grammarly

Grammarly 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 Grammarly

Grammarly is the trusted AI assistant for communication and productivity, helping over 40 million people and 50,000 organizations do their best work. Companies like Atlassian, Databricks, and Zoom rely on Grammarly to brainstorm, compose, and enhance communication that moves work forward. Grammarly works where you work, integrating seamlessly with over 500,000 applications and websites. 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 Opportunity

To achieve our ambitious goals, we're looking for a Customer Onboarding Manager to join our Customer Onboarding team. This role will deliver value to Grammarly 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 multiple implementations for our 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 the way 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.

Role

You 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. 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.
• Collaborate with customer success, sales, product, and engineering teams to drive customer value quickly and effectively while helping to establish expansion paths.
• Be adaptable, 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 cross-functional relationships within Grammarly by partnering with key stakeholders, driving discovery, and creating a plan based on customer goals.
• Demonstrate project management rigor with strong communication and presentation skills.
• Conduct regular account status reports, sharing metrics and insights to 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 2+ years of relevant experience in onboarding customers in professional services in a SaaS environment.
• Builds strong relationships, understands 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 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 stakeholders ranging from senior executives to technical staff and end users.
• Contributes to voice of customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution.
• Uses CRM or similar systems to track customer activities, 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.
• Understanding of subscription business models, including freemium, free trial, account expansion, and upsells.
• Demonstrated ability to work independently with minimal guidance, manage priorities across multiple projects, and thrive in fast-paced, results-driven environments.
• Embodies EAGER values (ethical, adaptable, gritty, empathetic, remarkable) and MOVE principles (move fast and learn faster; obsess about creating customer value; value impact over activity; embrace healthy disagreement rooted in trust).

Compensation And Benefits

Grammarly offers a competitive pay and benefits package, including:

• Excellent health care (medical, dental, vision, mental health, fertility)
• Disability and life insurance options
• 401(k) and RRSP matching
• Paid parental leave
• Paid time off and holidays with flexible sick time
• Generous stipends (caregiving, pet care, wellness, home office, etc.)
• Annual professional development budget

Grammarly follows a market-based compensation approach; base pay varies by location. United States compensation zones and Canada details are described in the original posting. Base pay and on-target earnings (OTE) may be updated over time.

We encourage you to apply

Grammarly is an equal opportunity employer. We value diversity and encourage all to apply—especially individuals from groups traditionally underrepresented in tech. Grammarly does not discriminate on race, religion, gender identity or expression, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, political belief, or any other characteristic protected by law. Grammarly participates in the US federal E-Verify program (US) and complies with applicable Canadian Employment Equity laws.

Seniority level: Entry level

Employment type: Full-time

Job function: Management and Manufacturing

Industries: Software Development