Head of Customer Success and Support Ops

About the role

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. The Sales team is at the forefront of empowering businesses to achieve online visibility and digital marketing success.

Joining The Sales Team Also Means fast forward and continuous career growth, a team spread across 40+ locations around the globe, offline and online bootcamps as part of our onboarding process, President’s club—an opportunity to celebrate exceptional results and reward top performers in high-class vacation destination, quota attainment has been recognized as higher than market average, according to RepVue, and uncapped commissions.

Responsibilities

A proven post-sales revenue leader to 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, this leader is 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.

The Mandate includes shortening time-to-value, deepening product adoption, improving retention, protecting and growing ARR, building the channel route-to-market customer success motion from the ground up, and scaling Data-as-a-Service. Deliver one globally consistent customer operating model across all three motions.

The Three Motions are:

• Direct: Customer success for Enterprise, MM & SMB customers.
• Channel: Building the route-to-market customer success motion.
• Data-as-a-Service: Scaling customer success for data customers.

Priorities include one global operating model, faster time-to-value, renewals, retention, and risk, and being product-deep and commercially sharp.

Requirements

Proven ownership of retention, renewals, adoption, and post-sale revenue outcomes, experience across more than one motion, enterprise customer fluency, deep product orientation, and strong commercial judgment.

Preferred background includes 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.

Qualifications

Professional Traits include excellent judgment, hiring and developing the best, high standards, strategic and hands-on approach, innovator’s bias, ambitious and conviction-driven, results-oriented, and inspirational leadership.

Skills

Clear communication and executive presence, ability to simplify complexity across teams, customers, and regions.

Benefits

Strong product-market fit recognized by RepVue, high earning potential with clear quota attainment visibility, life insurance, low cost medical, dental, and vision plans, accidental death and dismemberment (AD&D) insurance, dependent care savings accounts and flexible spending accounts, health savings account, short-term and long-term disability, employee assistance program, employee resource groups, paid parental leave, relief fund, and travel coverage.

Pay

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.

Schedule

Not specified, but the company has a global presence across North America, Europe, and Asia, with a team spread across 40+ locations.