Customer Success Manager, MidMarket (US/LATAM)

Semrush

About The Position

Semrush is the leading brand visibility platform, empowering marketers to command their online presence and create measurable impact. Built on the industry’s most expansive proprietary dataset, Semrush delivers AI-driven insights across GEO, SEO, Agentic Search Optimization, content marketing, paid media, and social strategy, so brands are found, cited, and chosen everywhere search happens. Used by over 28 million users globally – from scaling startups to the Fortune 500 – Semrush provides the competitive intelligence needed to win visibility in an evolving digital landscape. The company is headquartered in Boston, MA with a global presence across North America, Europe and Asia.

Requirements

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.

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.