Global Head of Customer Success

Semrush•Austin, CA

17h

About The Position

Semrush is hiring a proven enterprise post-sales leader to lead Customer Success globally for its largest and most strategic customers. Reporting to the Semrush CSO and working closely with the Vice President of Enterprise Sales, this leader will be accountable for time-to-value, product adoption, value realization, retention, renewal readiness, and expansion partnership across the Enterprise customer base. This is a product-deep, commercially accountable Customer Success leadership role—not a Support or Professional Services role. The leader will build a world-class Enterprise Customer Success motion that helps customers connect Semrush’s platform, data, and insights to executive priorities, business outcomes, and measurable value. The role owns the Enterprise customer journey from closed-won through value realization and renewal readiness, partnering with Enterprise Sales, Solutions Engineering, Product, Support, Professional Services, RevOps, Enablement, and Adobe field teams. The mission is to help Semrush’s largest customers realize value faster, adopt more deeply, renew with confidence, and view Semrush as a strategic part of how they understand and grow their business. The role will establish one globally consistent Enterprise Customer Success operating model, shorten time-to-value, deepen product adoption, improve retention and renewal predictability, and elevate executive engagement.

Requirements

Proven leadership of Enterprise Customer Success teams in SEO, AI visibility, brand visibility, content, competitive intelligence, data solutions, analytics, marketing technology, or a related field.
Experience owning time-to-value, adoption, customer health, retention, and renewal readiness.
Fluency with enterprise customers, including executive engagement, complex stakeholders, multi-product adoption, global accounts, and strategic business reviews.
Deep product orientation and comfort understanding workflows, use cases, adoption barriers, and value realization in detail.
Strong commercial judgment, balancing customer advocacy, retention, expansion partnership, and revenue accountability.
Operating discipline across scorecards, inspection cadence, customer health, renewal risk, and executive reporting.
Experience leading managers and scaling a global or multi-region Customer Success organization.
Clear communication and executive presence, with the ability to simplify complexity across teams, customers, and regions.

Responsibilities

Define and implement a global Enterprise Customer Success operating model across regions, account tiers, product lines, and customer complexity.
Establish consistent operating rhythms for onboarding, adoption, customer health, renewal readiness, executive engagement, and risk management.
Clarify ownership and collaboration across Customer Success, Sales, Renewals, Solutions Engineering, and Professional Services.
Own the customer journey from closed-won through first measurable value and renewal readiness.
Create success plans tied to customer purchases, business objectives, stakeholders, adoption needs, and expected outcomes.
Build onboarding standards based on product and customer complexity, remove friction, and accelerate customer value realization.
Drive deeper product adoption by identifying workflows, use cases, adoption blockers, stakeholder gaps, and unrealized customer value.
Build a disciplined Enterprise renewal-readiness motion with Sales and Renewals, improving visibility into customer health, adoption quality, risk, executive alignment, and value realization.
Establish clear customer risk categories, save plans, escalation paths, and executive engagement standards.
Elevate QBRs and EBRs from usage reviews to strategic business conversations tied to customer outcomes and decisions.
Create strong cross-functional operating discipline, clean handoffs, and clear ownership across the post-sale customer journey.
Ensure customer feedback becomes actionable input for Product, GTM, Enablement, and company leadership.
Lead front-line managers, develop CSM talent, and scale a global or multi-region Customer Success organization.