Strategic Customer Success Manager (Customer Success Enterprise, US Team)

About 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.

About you

• 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

Required Qualifications

• 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

Preferred Qualifications

• 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

Pay

The annual Total Cash Compensation range for this position is $115,000 to $140,000. This includes an annual variable compensation component that consists of commissions which is typically between $23,000 and $28,000 based on target performance.

Benefits

• 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
• Paid parental leave
• Relief Fund
• Travel coverage