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

Semrush is a brand visibility platform that empowers marketers to command their online presence and create measurable impact. The Customer Success Manager will drive customer retention and renewal rates, build strong relationships with key stakeholders, and advocate for customer needs while identifying growth opportunities.

Responsibilities:

• 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
• Build and nurture strong relationships with key stakeholders, including marketing operations teams & marketing leaders
• Be their trusted advisor, offering strategic recommendations on how to leverage Semrush for maximum impact
• Conduct regular business reviews with Key Accounts in your portfolio 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
• 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
• 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 success 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

Requirements:

• 4-6+ 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
• 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
• 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
• Ability to navigate ambiguity and complexity, and adapt in a rapidly changing global business environment
• Experience with international companies is a plus
• You share our common values: Trust, because we prefer to speak up and be our true selves; Sense of Ownership, because it's not worth wasting time on something you don't believe in; and enthusiasm for Constant Changes, because we are always looking to make things better