Hybrid Customer Success Manager – Enterprise

at Semrush

• Job title: Customer Success Manager – Enterprise
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Austin, United States

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