Customer Success Operations Manager at Vasion, focusing on systems and processes for Customer Success. Supporting operational excellence and data - driven strategies for exceptional customer experiences.
About the role
- Team Lead for Customer Success at Semrush enhancing product value for enterprise-level customers. Overseeing account management and onboarding while mentoring Customer Success Managers.
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
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
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