Strategic Customer Success Manager (Global Customer Success Retention)

Hi there!

We are Semrush, a global IT company developing our own product - a platform for digital marketers. New stars are born here, so don't miss your chance. This is our Strategic Customer Success Manager role for those who can find a common language with anyone in the world.

• Strategic Account Management: Build and nurture strong relationships with key stakeholders, including marketing operations teams & senior marketing executives. Be their trusted advisor, offering strategic recommendations on how to leverage Semrush for maximum impact
• Renewals & Retention: Drive high customer retention and renewal rates by ensuring customers see ongoing value. Work closely with account teams to identify upsell and cross-sell opportunities. Lead efforts in contract renewals and negotiations
• Drive Customer Value: Collaborate closely with different customer stakeholders to understand and link key workflows within their marketing operations to the business value Semrush drives. Ensure customers understand how specific features and tools directly enhance their marketing objectives and performance
• Quarterly Business Reviews: Conduct regular business reviews to demonstrate how Semrush tools are delivering ROI. Offer customized strategies and insights to help customers meet their specific business goals, in addition to discussing new, relevant products and solutions
• Customer Advocacy: Act as the voice of the customer within Semrush, advocating for any improvements or enhancements based on customer needs and feedback. Stay informed about customer strategic objectives, relevant market conditions in the customers' industry, and competitive intelligence to identify opportunities and threats.
• Create & Execute Onboarding, Implementation, & Success Plans: Develop detailed, customized onboarding and implementation plans tailored to the customer's specific needs and business objectives. Ensure timely and efficient execution of these plans by coordinating with cross-functional teams and managing resources effectively, focusing on driving time to value and ensuring the customer sees immediate impact
• Identify Growth Opportunities: Consistently evaluate your customer's unique needs and identify opportunities for Semrush tools to meet them. Collaborate closely with Sales & Marketing to create expansion opportunities & product/platform upgrades

• Fluency in English
• 5-7+ years of experience in Customer Success, Account Management, or a related role, with a focus on enterprise customers, preferably in the MarTech or SaaS space
• Proven track record of building strong relationships with different levels of seniority
• Proven experience creating customized success plans, ensuring customers see clear connections between their processes and the results Semrush delivers
• Excellent problem-solving skills with the ability to provide tailored solutions to meet enterprise customers' needs
• Strong communication skills, both verbal and written, with an ability to articulate complex concepts to both technical and non-technical audiences
• Overall understanding of digital marketing technologies such as SEO, SEM, content marketing, analytics, CRM, and marketing automation
• Experience with upselling customers and generating qualified leads
• Ability to use customer data to provide insights and drive decision-making

• Fluency in languages in addition to English
• Experience with BrightEdge, Conductor, SimilarWeb, or other enterprise-level marketing and SEO platforms
• Ability to navigate ambiguity and complexity, and adapt in a rapidly changing global business environment
• Previous experience with pipeline management in a sales or renewal context
• You share our common values: Trust, because we prefer to speak up and be our true selves; Sense of Ownership, because it's not worth wasting time on something you don't believe in; and enthusiasm for Constant Changes, because we are always looking to make things better

You can get to know the team better at one of the interviews, but some brief information about future colleagues will be useful now: This is a brand new team that is being created for the sake of providing excellent service and success to our enterprise customers.

• This offer stands for the "hybrid" work format: some days, you work from the office, and some #wfh.

• Unlimited PTO
• Low cost medical, dental, and vision plans
• Life insurance
• Accidental death and dismemberment (AD&D) insurance
• Dependent Care Savings Accounts and Flexible Spending Accounts
• Health Saving Account
• Short-term and long-term Disability
• Employee Assistance Program
• Employee Resource Groups
• 401(k) plan
• Paid parental leave
• Relief Fund
• Travel coverage
• Corporate events
• Teambuilding
• Snacks, drinks at the office
• Gifts for employees

Semrush is a leading online visibility management SaaS platform that enables businesses globally to run search engine optimization, pay-per-click, content, social media and competitive research campaigns and get measurable results from online marketing.

We've been developing our product for 16 years and have been awarded G2s Top 100 Software Products, Global and US Search Awards 2021, Great Place to Work Certification, Deloitte Technology Fast 500 and many more. In March 2021 Semrush went public and started trading on the NYSE with the SEMR ticker.

10,000,000+ users in America, Europe, Asia, and Australia have already tried Semrush, and over 1,000 people around the world are working on its development. The Semrush team is constantly growing.

Semrush is an equal opportunity employer. Building a better future for marketers around the world unites people from all backgrounds. Even if you feel that you don't 100% match all requirements, don't be discouraged to apply! We are committed to ensure that everyone feels a sense of belonging in the workplace.

We do not discriminate based upon race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, age, ancestry, physical or mental disability, or medical condition including medical characteristics, genetic identity, marital status, military service, or any other classification protected by applicable local, state or federal laws.

Our new colleague, we are waiting for you!