Team Lead, Customer Success, Mid-Market

Role Overview

• 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

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.

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