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

Semrush

1d•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. That’s how Semrush gained the trust of over 28 million users—from scaling startups to Fortune 500 companies. Here, you own the way you work, but we move as one unbeatable team. We don’t just lead the market, we’re busy creating the world where Semrush is an unfair advantage for every marketer. We move fast in ways to help you grow. Here, you have room to experiment, keep what works, and learn quickly from what doesn’t. Ready to share our ambition and make an impact? Then, this role may be for you.

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

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.