Director, Customer Onboarding & Implementation

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

The Director of Customer Onboarding & Implementation will oversee two important teams: a team of customer onboarding professionals and a team of solutions architects. These teams are responsible for deploying Grammarly for enterprise businesses and educational institutions, ensuring smooth, efficient, and successful implementations. Key performance indicators (KPIs) for this role include time to implement, adoption metrics, customer satisfaction (CSAT) for projects, and time to expansion. Reporting directly to the Chief Customer Officer (CCO) plays a crucial part in ensuring long-term success for Grammarly's customers, bridging Sales and Customer Success to drive customer satisfaction and growth.

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.

In this role, you will:

• Leadership: Oversee both the team of onboarding professionals and solutions architects to ensure the successful deployment of Grammarly for enterprise and education customers.
• Define Strategy: Develop a comprehensive onboarding and technical implementation strategy to meet the needs of diverse customer segments. This includes high-touch, complex implementations for large enterprise customers, as well as low- or no-touch self-serve implementations for smaller customers.
• Customer Experience: Ensure that onboarding is frictionless and fast, with a focus on delivering a seamless customer experience from implementation through expansion.  
• Customer Feedback Process: Establish a structured customer feedback loop to enable continuous improvement of onboarding and implementation processes. This will involve regular collection, analysis, and integration of customer insights and suggestions into strategic planning, ensuring that our product and our services evolve in alignment with customer needs and expectations.
• Process Optimization: Establish and continually refine processes that streamline implementations, improve adoption, and reduce time to value.  Focus on enhancing and upgrading tools and platforms to ensure teams are equipped with the necessary resources for efficient operations and effective communication with customers.
• Collaboration: Serve as a key partner between Sales and Customer Success, ensuring alignment and clear communication to enable customer success.
• Training Programs: Lead the development of customer education programs, including live training, webinars, and self-serve learning paths, to support ongoing enablement of users.
• Cross-Functional Leadership: Collaborate with cross-functional teams, train extended teams, and ensure smooth execution of processes across the organization, particularly with Product, Sales, Marketing, and Support counterparts.
• Performance Metrics: Track key metrics (time to implement, adoption, CSAT, expansion) to optimize processes and ensure the team is meeting and exceeding goals.

Qualifications

• 10+ years of experience in implementation,  customer onboarding, customer success, or customer experience roles, with significant experience building and scaling teams.
• Proven track record of developing and optimizing customer onboarding processes, across all customer segments, and particularly for large, complex enterprise deployments.
• Experience in creating and implementing end user training programs, including live sessions, webinars, and self-serve educational resources.
• Strong understanding of project management fundamentals, with experience managing project management tools to streamline processes.
• Ability to effectively communicate up and across the organization, ensuring that leadership and cross-functional partners are aligned with onboarding processes and outcomes.
• Proven ability to drive adoption, satisfaction, and expansion through effective onboarding and technical implementation processes.

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. 

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.

The commission portion for this role will be 20% of the On-Target Earning (OTE). 

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).