Semrush · 3 days ago
Customer Success Manager, Enterprise (US Markets)
Florida, United States
Full-time
Hybrid
Mid Level
4+ years exp
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Responsibilities
Onboarding and Enablement: Lead onboarding of new Enterprise customers, ensuring a seamless introduction to Semrush products and services
Strategic Account Planning: Working in partnership with the account’s key stakeholders as well as Semrush’s Sales dept. Create in-depth account plans which show a clear roadmap to how the customer will achieve their goals
Customer Value Realisation: By understanding the customers’ goals, the CSM will demonstrate how specific workflows will help achieve these goals and minimize time to value, for the customer
Retention and Renewal Management: Drive high customer retention and renewal rates by ensuring clients see ongoing value. Responsible for the negotiation and execution of high-value annual / multi-year contracts
Collaborative Problem Solving: Partner with internal teams (Product, Sales, Support) to solve complex customer challenges. Act as the voice of the customer within Semrush, advocating for any improvements or enhancements based on customer needs and feedback
Customer Relationship Management: Stay ahead of customer needs by proactively identifying challenges, recommending solutions, and addressing potential roadblocks. Regularly engage with customers to ensure ongoing satisfaction and continuous improvement
Owning The Revenue: Even if a customer cancels, you take full responsibility and ownership of the revenue, working with other teams to help drive initiatives to increase the number of returning accounts
Executive Business Reviews: Create and Deliver in-depth EBRs, which demonstrate value and progress towards goals as well as identify growth opportunities
Identifying Grow Opportunities: Owning the book of business and being able to identify key areas of growth within the customers’ portfolio. Partnering with Sales to close these opportunities
Semrush & SEO Mastery: Demonstrate expert-level knowledge of the Semrush platform and SEO best practices, using this expertise to conduct tailored technical training sessions and support complex customer workflows.
Qualification
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Required
Fluency in English
4+ years of experience in Customer Success, Account Management, or similar role, with 2+ years of that experience focused on Enterprise clients
Experience within the SaaS space
Proven experience creating and implementing strategic account plans and executive business reviews, with a strong focus on minimizing time to value for customers
Ability to link key workflows to value, ensuring customers see clear connections between their processes and the results Semrush delivers
Proven track record of building strong relationships with different levels, including marketing teams and C-suite executives
Excellent problem-solving skills with the ability to provide tailored solutions to meet any customer’s needs
Ability to leverage data to provide insights and make data-driven decisions
Strong organizational skills that enable you to manage a book of business of 40-100 Enterprise accounts effectively and efficiently
A proactive self-learner who strives to continuously expand their knowledge of customer success strategies and SEO, with a strong focus on knowledge sharing with their peers
Strong collaborator who can work hand in hand with product, marketing, sales, and operations teams
Preferred
Deep understanding of digital marketing technologies such as SEO, SEM, and content marketing
Fluency in additional language/s
Strong project management skills, with the ability to manage multiple projects and initiatives simultaneously, for Enterprise clients
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 Change, because we are always looking to make things better
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
401(k) plan
Paid parental leave
Relief Fund
Travel coverage
Corporate events
Teambuilding
Snacks and drinks at the office
Gifts for employees
Company
Semrush
SEMrush is an online visibility management and content marketing SaaS platform. It is a sub-organization of ProCubiz Infotech.
1001-5000 employees
H1B Sponsorship
Semrush has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2021 (1)
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
$40M2021-03-25IPO
2018-04-24Series Unknown· $40M
Leadership Team
Oleg Shchegolev
CEO and co-founder
Mike Castellani
Vice President of Sales, Mid-Market and Enterprise
Recent News
2024-11-12
Seeking Alpha
2024-11-08
2024-11-07
Company data provided by crunchbase
