Team Lead, Customer Success, Mid-Market (US Markets)

Semrush•Dallas, TX

9d•$100,000 - $130,000

About The Position

Semrush is a brand visibility platform, empowering marketers to command their online presence and create measurable impact. We unify SEO authority and AI visibility, so brands are found, cited, and chosen everywhere search happens. That’s how Semrush gained the trust of over 28 million users—from scaling startups to Fortune 500 companies. Here, you own the way you work, but we move as one unbeatable team. We don’t just lead the market, we’re busy creating the world where Semrush is an unfair advantage for every marketer. We move fast in ways to help you grow. Here, you have room to experiment, keep what works, and learn quickly from what doesn’t. Ready to share our ambition and make an impact? Then, this role may be for you. About the role We are looking for a Team Lead, Customer Success, Mid-Market (US Markets) to serve as a strategic product expert and force multiplier for our Customer Success organization. This role blends hands-on account ownership with team enablement, ensuring both customers and Customer Success Managers maximize value from the Semrush platform. You will act as the go-to product authority , support complex customer scenarios, and elevate team performance through assisted onboarding, workshops, and mentorship—while also managing a focused portfolio of accounts aligned to two Account Executives. Product Expertise & Escalation Ownership Serve as the primary product expert for the Customer Success team across Semrush solutions Partner with Product and Support teams to resolve complex product escalations and unblock critical customer issues Translate product capabilities into clear, strategic use cases for both customers and internal teams Stay ahead of product updates, roadmap changes, and industry trends to proactively guide the team Team Enablement & Onboarding Excellence Lead structured onboarding support for new CSMs, accelerating ramp time and product proficiency Host recurring office hours and enablement workshops focused on product knowledge, best practices, and advanced workflows Develop and scale repeatable enablement frameworks to ensure consistency across the team Act as a mentor and coach , providing ongoing guidance on account strategy, product positioning, and customer engagement Strategic Account Ownership (Player-Coach) Manage a book of accounts aligned to two Account Executives Build strong executive relationships and act as a trusted advisor Partner with AEs to drive renewals, expansion, and long-term account growth Deliver high-impact QBRs focused on ROI, adoption, and strategic outcomes Proactively identify risks and opportunities, ensuring strong retention performance Team & Manager Alignment Act as a key bridge between the Customer Success team and team leadership, ensuring alignment on priorities, challenges, and opportunities Surface team insights, trends, and risks to the manager to inform strategic decisions and resource planning Support the manager in driving consistency across the team, reinforcing best practices, processes, and performance expectations Provide visibility into product-related themes , customer feedback , and escalation patterns to help shape team-level strategy and enablement focus Partner closely with leadership to identify gaps and implement improvements that enhance team performance, scalability, and customer outcomes About you Move together. Raise the bar. Learn fast—grow faster. That’s the default. And here’s what else is needed to succeed in this role:

Requirements

7+ years of experience in Customer Success, Account Management, or related roles within SaaS or MarTech
Proven experience managing enterprise-level customers with complex stakeholder environments
Deep understanding of digital marketing technologies (SEO, SEM, content marketing, analytics, CRM, marketing automation)
Demonstrated success in driving renewals, retention, and expansion revenue
Strong product acumen with the ability to translate technical capabilities into business value
Experience mentoring, onboarding, or enabling team members (formal or informal leadership)
Excellent communication and presentation skills, including executive-level engagement
Strong analytical mindset with the ability to turn data into actionable insights

Nice To Haves

Experience serving as a product specialist, SME, or escalation point within a Customer Success or Solutions role
Background in enablement, training, or building scalable learning programs
Experience working closely with Sales teams on pipeline, forecasting, and deal strategy
Experience in fast-scaling, global SaaS organizations
Familiarity with enterprise SEO and competitive intelligence platforms

Responsibilities

Serve as the primary product expert for the Customer Success team across Semrush solutions
Partner with Product and Support teams to resolve complex product escalations and unblock critical customer issues
Translate product capabilities into clear, strategic use cases for both customers and internal teams
Stay ahead of product updates, roadmap changes, and industry trends to proactively guide the team
Lead structured onboarding support for new CSMs, accelerating ramp time and product proficiency
Host recurring office hours and enablement workshops focused on product knowledge, best practices, and advanced workflows
Develop and scale repeatable enablement frameworks to ensure consistency across the team
Act as a mentor and coach , providing ongoing guidance on account strategy, product positioning, and customer engagement
Manage a book of accounts aligned to two Account Executives
Build strong executive relationships and act as a trusted advisor
Partner with AEs to drive renewals, expansion, and long-term account growth
Deliver high-impact QBRs focused on ROI, adoption, and strategic outcomes
Proactively identify risks and opportunities, ensuring strong retention performance
Act as a key bridge between the Customer Success team and team leadership, ensuring alignment on priorities, challenges, and opportunities
Surface team insights, trends, and risks to the manager to inform strategic decisions and resource planning
Support the manager in driving consistency across the team, reinforcing best practices, processes, and performance expectations
Provide visibility into product-related themes , customer feedback , and escalation patterns to help shape team-level strategy and enablement focus
Partner closely with leadership to identify gaps and implement improvements that enhance team performance, scalability, and customer outcomes