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

Semrush•Boston, MA

3d•$115,000 - $140,000•Remote

About The Position

Semrush is a brand visibility platform that helps marketers manage their online presence and achieve measurable results. The Strategic Customer Success Manager will be responsible for building and maintaining strong relationships with key stakeholders in enterprise accounts, acting as a trusted advisor to help them leverage Semrush for maximum impact. This role focuses on driving customer retention and renewal rates by ensuring customers consistently derive value from the platform. The manager will collaborate with account teams to identify upsell and cross-sell opportunities, lead contract renewals and negotiations, and conduct regular business reviews to demonstrate ROI. A key aspect of the role is to understand customer workflows and link them to the business value Semrush provides, ensuring customers recognize how specific features enhance their marketing objectives. The Strategic Customer Success Manager will also act as the voice of the customer within Semrush, advocating for improvements and staying informed about industry trends and competitive intelligence. Developing and executing customized onboarding, implementation, and success plans is crucial, as is identifying growth opportunities within existing accounts by collaborating with Sales and Marketing teams.

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.
Share common values: Trust, Sense of Ownership, and enthusiasm for Constant Changes.

Responsibilities

Build and nurture strong relationships with key stakeholders, including marketing operations teams & senior marketing executives.
Act as a trusted advisor, offering strategic recommendations on how to leverage Semrush for maximum impact.
Drive high customer retention and renewal rates by ensuring customers see ongoing value.
Work closely with account teams to identify upsell and cross-sell opportunities.
Lead efforts in contract renewals and negotiations.
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.
Conduct regular business reviews to demonstrate how Semrush tools are delivering ROI.
Offer customized strategies and insights to help customers meet their specific business goals, in addition to discussing new, relevant products and solutions.
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.
Develop detailed, customized onboarding and implementation plans tailored to the customer’s specific needs and business objectives.
Ensure timely and efficient execution of these plans by coordinating with cross-functional teams and managing resources effectively, focusing on driving time to value and ensuring the customer sees immediate impact.
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.