Customer Success Operations Analyst

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 40 million people and 50,000 organizations. 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. 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 Customer Success Operations Analyst to join our budding Customer Success Operations team as a founding member. This role will be vital in building CS Operations at Grammarly from the ground up, supporting both the Customer Success and Revenue Operations teams through scalable operational execution and building and optimizing our CS technology stack. This role will also manage key initiatives that enable our CS team to deliver customer value, drive adoption, and achieve renewal and expansion outcomes at scale.

You’ll play a key role in enabling operational excellence across our Customer Success motion. You will leverage data, tools, and process improvements to help our teams work more effectively and provide a best-in-class customer experience.

As a Customer Success Operations Analyst, you will support the day-to-day execution of key operational initiatives, manage and evolve core CS processes, and serve as a systems administrator and technical resource for our CS platforms. You’ll bring a data-driven mindset, curiosity for how things work, and a collaborative spirit to everything you do.

Some areas of ownership and impact include (but are not limited to):

• Execute and improve core operational processes across the customer lifecycle, such as health scoring, renewals, and ongoing digital customer engagements.
• Support administration and optimization of our CS technology stack, ensuring systems are configured to support workflows, reporting, and automation.
• Partner with CS leadership to define, track, and report on key customer health, adoption, and retention metrics.
• Assist with territory design, customer segmentation, and account assignment processes to ensure equitable and scalable coverage.
• Collaborate with cross-functional Sales Ops, Marketing Ops, Analytics, Systems, and Finance partners to ensure data alignment and consistency across customer records and revenue reporting.
• Support forecasting processes by ensuring data quality and preparing reports and insights.
• Identify and document pain points in current CS workflows, proposing and implementing improvements to drive efficiency.
• Contribute to strategic projects that evolve the customer journey and drive operational maturity across the CS function.

Qualifications

• Has 4+ years of experience in go-to-market operations, with a strong preference for supporting customer-success organizations. 
• Has experience with territory planning, quota development, reporting models, industry-standard CS metrics, and implementing CS best practices across the post-sales customer lifecycle.
• Has experience using analytical skills to translate data into actionable insights.
• Demonstrates the ability to collaborate cross-functionally and confidently present to senior leadership.
• Experience with Salesforce and CS platforms like Gainsight, Hook, or ChurnZero.
• Experience working in a high-growth, fast-paced SaaS environment.
• Strong project management and prioritization skills.
• Experience supporting or building operational strategies for a scaled, digital-led Customer Success team—or time in a customer-facing post-sales role—is a strong plus.
• Has experience at a product-led growth (PLG) company (ideal but not required).
• Embodies our EAGER values—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.

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. 

United States: 

Zone 1: $125,000 – $172,000/year (USD)

Zone 2: $112,000 – $154,000/year (USD)

Canada: 

Zone 1: $96,000 – $132,000/year (CAD)

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

#EST