Customer Success Manager defining successful adoption and guiding customers at Pontosense. Collaborating with Sales, Product, and Operations to enhance customer experience.
About the role
- Customer Success Manager focusing on customer retention and account management for enterprise clients at a marketing SaaS company. Building relationships and enhancing customer marketing strategies through Semrush tools.
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.
- Lead efforts in contract renewals and negotiations.
- Build and nurture strong relationships with key stakeholders, including marketing operations teams & marketing leaders.
- 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.
- 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.
- 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
Benefits
- Flexible working hours
- Unlimited PTO
- Flexi Benefit for your hobby
- Employee Support Program
- Loss of family member financial aid
- Employee Resource Groups
- Meals, snacks, and drinks at the office
- Corporate events
- Teambuilding
- Training, courses, conferences
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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