Customer Success Manager, MidMarket (US/LATAM)

Semrush

8d•Remote

About The Position

Semrush is a brand visibility platform that empowers marketers to command their online presence and create measurable impact. This role focuses on driving customer retention and renewal rates by managing the renewal pipeline, ensuring customers see ongoing value, and identifying upsell and cross-sell opportunities. The Customer Success Manager will build and nurture strong relationships with key stakeholders, acting as a trusted advisor and offering strategic recommendations. They will manage a pipeline of high-growth potential customers, emphasizing Total Contract Value (TCV) and long-term partnerships. A key aspect of the role is driving customer value by collaborating with stakeholders to link Semrush usage to business value and marketing objectives. The position also involves acting as the voice of the customer within Semrush, advocating for improvements, and staying informed about market conditions and competitive intelligence. Additionally, the role requires delivering best-in-class onboarding and implementation, simplifying processes, and identifying growth opportunities by understanding unique customer needs and collaborating with Sales & Marketing for expansion. The ideal candidate will move fast, raise the bar, and learn quickly.

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.