Customer Success Manager – MidMarket

Role Overview

• Renewals & Retention: 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.
• Relationship Management: 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.
• Renewal Pipeline Management: 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.
• Drive Customer 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.
• Customer Advocacy: 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.
• Deliver Best In Class Onboarding & Implementation: 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.
• Identify Growth Opportunities: 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.

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.

Benefits

• Unlimited PTO
• Low cost medical, dental, and vision plans
• Life insurance
• Accidental death and dismemberment (AD&D) insurance
• Dependent Care Savings Accounts and Flexible Spending Accounts
• Health Saving Account
• Short-term and long-term Disability
• Employee Assistance Program
• Employee Resource Groups
• 401(k) plan
• Paid parental leave
• Relief Fund
• Travel coverage
• Corporate events
• Teambuilding
• Snacks, drinks at the office