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.

Tasks in the role

• 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

Who we are looking for

• 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

Not required, but a plus

• 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

A bit about the team

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.

We will try to create all the right conditions for you to work and rest comfortably

• 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

A little more about our company

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.

Our Diversity, Equity and Inclusion commitments

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!

Loren (he/him)

Recruiter

[email protected]content_copyCopy

At Semrush, we take a serious and comprehensive approach to hiring new people. We welcome those who are professionals in their field and passionate about their work to join our team.

A “five-minute interview” or “get a job in three clicks” approach is not the way we work.

During the interview, we ask candidates to talk about themselves and their background in detail. We try to discover the most important aspects about the way someone works and their personality before a job offer is made.

1. Respond to vacancykeyboard_arrow_up

Up to 3 days

Once the resume is received it will be reviewed by a member of the Talent Acquisition team. We try to provide feedback within three working days.

2. Initial meeting with a Talent Acquisition team officerkeyboard_arrow_down

3. Interview with the hiring managerkeyboard_arrow_down

4. Trial assignmentkeyboard_arrow_down

5. Team interviewkeyboard_arrow_down

6. Offerkeyboard_arrow_down

Flexible approach for an interview format

We’re flexible and open for both online interviews and personal meetings at the offices. Choose the option that’s most suitable for you!

In order for the online meetings to be productive, we suggest following these tips to make sure you are set up well:

• Join the interview from a laptop or desktop computer (not a smartphone). You may need to print something or present your screen during the interview.
• Please turn on your camera. Visual communication is especially important for us.
• Choose a quiet place to talk. Attending an interview from the street is not a good idea.
• Keep your phone at hand in case there are technical issues that mean we have to continue the interview by direct call.

Good luck!

Customer Success

The Customer Success (CS) team at Semrush is there to show the true value of our products to the customers. It is called “success” for a reason. We wanted to emphasize every team member’s objective: to ensure that our clients benefit the most from Semrush services and that the product helps them in achieving their targets.

Daily duties of these colleagues include responding to сlient questions (via email, phone, and online chat), conducting webinars, and product presentations. In addition, they collect feedback and share it with the teams. This way, we can make sure we release our platform updates promptly and efficiently.

The department consists of multiple teams. The CSM team works closer with our premium customers to deliver service with a personalized approach. The QA team makes sure that colleagues provide the right information at the right time to Semrush users. The CS Operations & Projects team is focused on innovation and making sure that our customers like the way we deliver our strategy. We take customer care seriously!

Our СS teams work globally and provide support in different time zones and in more than 8 different languages.

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