VP Global Customer Success at Trimble defining strategies for customer value realization. Focused on retention, alignment across the business, and leadership development.
About the role
- Customer Success Manager managing enterprise accounts and enhancing retention at Semrush, a digital marketing platform company. Collaborating with multiple teams to drive customer value and growth.
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.
- 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
- 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
Job title
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