Customer Success Manager, MidMarket APAC (Strategic Customer Success Team)

Semrush

4d•Remote

About The Position

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. This role is part of the Strategic Customer Success Team. The Customer Success Manager will drive high customer retention and renewal rates by managing their renewal pipeline and ensuring customers see ongoing value. They will work closely with account teams to identify upsell and cross-sell opportunities and with the Marketing team to identify effective messaging for smaller accounts. The role involves leading efforts in contract renewals and negotiations, building and nurturing strong relationships with key stakeholders, and acting as a trusted advisor offering strategic recommendations on how to leverage Semrush. The manager will manage a pipeline of high growth potential customers, emphasizing TCV and long-term partnership, and focus on delivering unique customer experiences and value. Collaboration with customer stakeholders is key to understanding workflows and linking them to business value. The role also involves acting as the voice of the customer within Semrush, advocating for improvements, and staying informed about market conditions and competitive intelligence. Delivering best-in-class onboarding and implementation, and identifying growth opportunities by evaluating customer needs and collaborating with Sales & Marketing are also core responsibilities.

Requirements

3-5+ 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
Strong pipeline management skills, allowing you to easily deliver renewals ahead of schedule
Proven track record of building strong relationships with different levels of seniority
Proven experience in relationship management, ensuring customers see clear connections between their processes and the results Semrush delivers
Ability to deliver strong renewal results against a quota.
Familiarity with managing Books of Business against ARR targets
Strong communication skills, both verbal and written, with an ability to articulate complex concepts to both technical and non-technical audiences
General understanding of digital marketing technologies such as SEO, SEM, content marketing, analytics, CRM, and marketing automation
Experience with upselling customers and generating qualified leads

Nice To Haves

Ability to navigate ambiguity and complexity, and adapt in a rapidly changing global business environment
Experience with international companies is a plus
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

Responsibilities

Drive high customer retention and renewal rates by closely managing your renewal pipeline and ensuring customers see ongoing value.
Work closely with account teams to identify upsell and cross-sell opportunities.
Work with the Marketing team to identify effective messaging for smaller accounts in your book with an eye on growing them.
Lead efforts in contract renewals and negotiations.
Build and nurture strong relationships with key stakeholders, with an emphasis on deepening the overall contact list.
Be their trusted advisor, offering strategic recommendations on how to leverage Semrush for maximum impact.
Manage a meaningful pipeline of critical high growth potential customers to ensure optimal retention rates.
Emphasize TCV and long-term partnership with a focus on delivering unique customer experiences and 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.
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.
Execute consistent & efficient onboarding for new customers while simplifying the process where possible.
Deliver unique insights at each customer touch point to advance the Semrush mission of enhancing the marketing acumen of all customers.
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.