Strategic Customer Success Manager (Customer Success Enterprise, US Team)

Semrush•Boston, MA

3d•Remote

About The Position

Semrush is a brand visibility platform that helps marketers manage their online presence and achieve measurable results. The platform unifies SEO and AI visibility, ensuring brands are found and chosen across all search platforms. Semrush is trusted by over 28 million users, including startups and Fortune 500 companies. This role offers the opportunity to own your work within a collaborative team environment, contributing to market leadership and providing an advantage to marketers. The company fosters an environment for experimentation, learning, and rapid growth.

Requirements

7+ 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.
Proven track record of building strong relationships with different levels of seniority.
Proven experience creating customized success plans, ensuring customers see clear connections between their processes and the results Semrush delivers.
Excellent problem-solving skills with the ability to provide tailored solutions to meet enterprise customers’ needs.
Strong communication skills, both verbal and written, with an ability to articulate complex concepts to both technical and non-technical audiences.
Overall understanding of digital marketing technologies such as SEO, SEM, content marketing, analytics, CRM, and marketing automation.
Experience with upselling customers and generating qualified leads.
Ability to use customer data to provide insights and drive decision-making.

Nice To Haves

Experience with BrightEdge, Conductor, SimilarWeb, or other enterprise-level marketing and SEO platforms.
Ability to navigate ambiguity and complexity, and adapt in a rapidly changing global business environment.
Previous experience with pipeline management in a sales or renewal context.

Responsibilities

Build and nurture strong relationships with key stakeholders, including marketing operations teams and senior marketing executives, acting as a trusted advisor.
Provide strategic recommendations on leveraging Semrush for maximum impact.
Drive high customer retention and renewal rates by ensuring ongoing customer value.
Collaborate with account teams to identify upsell and cross-sell opportunities.
Lead contract renewals and negotiations.
Understand customer workflows and link them to the business value Semrush provides.
Ensure customers understand how specific features and tools enhance their marketing objectives and performance.
Conduct regular business reviews to demonstrate ROI and offer customized strategies.
Act as the voice of the customer within Semrush, advocating for improvements based on feedback.
Stay informed about customer strategic objectives, market conditions, and competitive intelligence.
Develop and execute customized onboarding, implementation, and success plans.
Coordinate with cross-functional teams and manage resources for effective plan execution.
Identify opportunities for Semrush tools to meet unique customer needs.
Collaborate with Sales & Marketing to create expansion opportunities and product/platform upgrades.