Analyst, Customer Success Analytics

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 determine in-person time according to business needs. This hybrid approach helps foster trust, innovation, and a strong team culture, with 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 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 Opportunity

To achieve our ambitious goals, we’re looking for an Analyst to support our Customer Success business as part of our Revenue Operations team. This professional will work directly with our Chief Customer Officer, leveraging data to define metrics, investigate trends, and recommend strategies to help Grammarly customers realize value from our product and fuel the growth of our B2B business unit.

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 an Analyst, Customer Success Analytics, you will:

• Define, calculate, and monitor key performance indicators for the Customer Success business and regularly share these metrics with our executive leadership team.
• Perform root cause analysis on our key metrics, helping to understand the behavioral drivers of our KPIs and provide actionable recommendations to management. 
• Leverage product adoption data, like seat utilization and feature usage, to identify the customer behavior that maximizes lifetime value (and help our sales teams drive that behavior in a repeatable fashion). 
• Build predictive models that estimate customers' propensity to renew or expand their Grammarly footprint, allowing our sales reps to prioritize their time effectively. 
• Conduct A/B testing and other experiments to validate these recommendations and drive sustainable growth for the channel.
• Use a data-driven approach to chart longer-term strategies for our Customer Success business, including how to organize territories and where to invest resources. 
• Collaborate with Data Science, Product, and Engineering teams to expand coverage of reliable data, automate recurring data needs, and contribute to building a solid data infrastructure for all Data teams.

Within your first 30 days, you will:

• Meet with Customer Success leaders, cross-functional partners,, and members of your Revenue Operations team to understand their priorities and how you can support them.
• Gain an understanding of the projects on our existing analytics roadmap.
• Familiarize yourself with data tables, KPIs, and existing source-of-truth dashboards.

By 90 days, you will:

• Assume responsibility for key recurring deliverables (e.g., monthly business reviews and executive leadership meetings).
• Begin executing on existing roadmap items, using your knowledge of our data and KPIs.
• Deliver your analytical projects to our leaders and help them operationalize behavioral/tactical changes to make the team more successful.

By 6 months, you will: 

• Consistently meet with organizational leadership to share your insights, inform new priorities, and update your analytical roadmap to maximize your impact.
• Inform the organizational growth trajectory by evaluating new verticals, segments, and lines of business.
• Be viewed as the go-to expert for Customer Success performance and opportunities for optimization.
• Mentor more junior analysts as the analytics team grows.

Qualifications

• Has 3-6 years of relevant experience in B2B analytics, demonstrating deep knowledge of SaaS Sales/GTM funnels, workflows, and metrics.
• Solves problems by searching for root causes, synthesizing quantitative and qualitative data, and clearly identifying actions to address gaps and opportunities.
• Is data-driven and proficient with advanced data analysis skills, including data wrangling, querying, analysis, and visualization.
• Knows our tools and has used data platforms with SQL endpoints (Databricks, Snowflake), data visualization software (Tableau, Looker), and sales automation tools (Salesforce, Pardot).
• Communicates clearly and crafts messages that resonate with each audience based on their role and context level.
• Emphasizes relationships - with business partners (to understand their priorities deeply), and with cross-functional data partners (to leverage their skillset and improve the quality of your work).
• Is flexible and familiar with fast-paced, high-growth environments where priorities may change with good reason.
• 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.
• Is able to meet in person for their team’s scheduled collaboration weeks, traveling if necessary to the hub where their team is based.

Compensation and Benefits

Grammarly 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 flexible sick time
• Generous stipends (including those for caregiving, pet care, wellness, your home office, and more)
• Annual professional development budget and opportunities

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. In Canada, all locations where we support employment are considered “Zone 1”. 

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.

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 apply

At 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).

#LI-SL1