Global Head of Customer Experience & Success (Sales Team)

Semrush is a brand visibility platform, empowering marketers to command their online presence and create measurable impact. We unify SEO authority and AI visibility, so brands are found, cited, and chosen everywhere search happens.

About the role

As a proven post-sales revenue leader, you will run Customer Success, Professional Services, and Renewals globally across three customer motions: Direct, Channel, and Data-as-a-Service. Reporting to the Chief Sales Officer, you are accountable for onboarding, adoption, value realization, renewals, retention, and growth across all sales-assigned segments, with priority focus on our largest current and potential accounts. This is a product-deep, commercially accountable leadership role. Customers do not simply buy Semrush; they need to connect the platform to business outcomes, executive priorities, and measurable value. The right leader will turn world-class product capability into adoption, adoption into retention, and retention into expansion and long-term customer value.

The Mandate

• Shorten time-to-value.
• Deepen product adoption.
• Improve retention.
• Protect and grow ARR.
• Build the channel route-to-market customer success motion from the ground up.
• Scale Data-as-a-Service.
• Deliver one globally consistent customer operating model across all three motions.

Responsibilities

Priorities

• One global operating model: Define coverage by motion, segment, region, account tier, and complexity. Install consistent operating rhythms across onboarding, customer health, adoption, renewal forecasting, and executive engagement. Set the bar for talent, product fluency, commercial judgment, and customer ownership.
• Faster time-to-value: Own the customer journey from closed-won through measurable value realization. Every customer has a clear success plan tied to what they bought, why they bought it, who owns adoption, and the outcome they expect. Build onboarding standards by motion, segment, and product. Hold teams accountable for adoption milestones and customer confidence.
• Renewals, retention, and risk: Run the global renewals motion across direct, channel, and DaaS. Improve gross revenue retention, logo retention, and forecast accuracy. Build a disciplined renewal cadence with clear ownership, risk categories, save plans, and executive escalation. Identify risk early; partner with Sales and Channel on expansion where the case supports it.
• Product-deep, commercially sharp: CSMs translate product capability into business outcomes, executive narratives, and measurable ROI. Raise the quality of Executive Business Reviews into strategic conversations. Partner with Product and Solutions Engineering to surface adoption blockers and enterprise readiness gaps. Create structured feedback loops back into Product, Enablement, Sales, and Support.
• Channel and DaaS, built and scaled: Build the channel CS motion from the ground up with Channel Sales and Partnerships. Scale DaaS CS with Data Sales and Product. Establish joint scorecards, clean handoffs, and clear retention and expansion accountability across both.

First 90 Days

• Within 30 days, complete a global audit across direct, channel, and DaaS, and establish one global CS scorecard.
• Within 60 days, publish the operating model, clarify handoffs from Sales to CS to Renewals, and stand up the inspection cadence.
• Within 90 days, deliver a signed plan to improve renewal predictability, reduce customer risk, scale DaaS, build the channel motion, and raise the bar on talent.

Requirements

• Proven ownership of retention, renewals, adoption, and post-sale revenue outcomes.
• Experience across more than one motion (direct, channel, or data solutions).
• Enterprise customer fluency: executive engagement, complex stakeholders, global accounts, strategic business reviews.
• Deep product orientation, with comfort going below the surface into workflows, use cases, and adoption barriers.
• Strong commercial judgment balancing customer advocacy, retention, expansion, and revenue accountability.
• Operating discipline across scorecards, forecasting, inspection cadence, and executive reporting.
• Clear communication and executive presence; able to simplify complexity across teams, customers, and regions.

Preferred background

• SEO, AI visibility, brand visibility, content, competitive intelligence, or broader marketing technology.
• Acquisition integration, enterprise upmarket motion, or scaling a CS function through rapid growth.

Professional Traits

• Excellent Judgment: High-quality, timely decisions with incomplete data; owns outcomes.
• Hire & Develop the Best: Raises the bar; builds managers as force multipliers.
• High Standards: Precision in pipeline, forecast, messaging, and execution.
• Strategic + Hands-On: Ability to effortlessly toggle between strategic direction-setting and operational rigor, with a skew towards action.
• Innovator’s Bias: Turns market trends and customer pain into product and GTM plays.
• Ambitious & Conviction-Driven: Sets bold goals; mobilizes teams to beat them.
• Results-Oriented: Grit and tenacity - measures what matters; celebrates outcomes, not activity.
• Inspirational Leadership: Creates clarity, energy, and momentum across regions.

Benefits

• Strong product-market fit recognized by RepVue.
• High earning potential with clear quota attainment visibility.
• Health insurance.
• Travel insurance.
• Employee Assistance Program.
• Employee Resource Groups.
• Paid parental leave.
• Relief Fund.

Pay

For roles based in the United States (including US Remote), the annual Total Cash Compensation range for this position is $320,000 to $365,000. This includes an annual variable compensation component that consists of a performance-based bonus which is typically between $80,000 and $91,250, based on target performance. This role will also be eligible for additional equity compensation. Compensation ranges for the same role in other countries may differ based on local market conditions, compensation philosophy, and regulatory requirements.

For international locations, compensation ranges for this role outside of the United States may differ and will be determined based on local market benchmarks, compensation practices, and applicable regulations.