Vice President driving customer success initiatives for Behaviorally, a leader in digital shopper marketing. Leading accounts and strategic direction with impact in shopper insights.
About the role
- Product Success Manager driving customer onboarding and relationship management for enterprise solutions. Ensuring successful post-sale journeys on the Semrush platform.
Responsibilities
- Customer Onboarding: Own the first 30–60 days of the post-sale journey, ensuring new and recently upgraded customers are set up for success.
- Develop and execute tailored onboarding and implementation plans aligned with each customer’s business goals.
- Value Realization & Goal Alignment: Identify customer priorities quickly and map them to Semrush product capabilities.
- Drive adoption of key features to expedite value realization and deliver measurable early wins.
- Relationship Management: Build strong relationships with key stakeholders quickly during onboarding to accelerate trust and time-to-value.
- Identify new contacts within customer organizations and pass them to the long-term account team for continued success.
- Consultative Customer Engagement: Act as a trusted advisor during onboarding by providing strategic recommendations and best practices.
- Be customer obsessed and scrappy, adapting onboarding strategies to meet unique customer needs and timelines.
- Customer Advocacy: Act as the voice of the customer within Semrush, advocating for improvements and enhancements based on customer needs and feedback.
- Stay informed about customer strategic objectives, relevant industry conditions, and competitive intelligence to identify opportunities and risks.
- Opportunity Identification: Spot opportunities for deeper alignment between the customer and Semrush.
- This includes surfacing upsell opportunities, uncovering new points of contact, and building on Sales-led conversations to strengthen long-term growth potential.
- Partnership & Collaboration: Work closely with Sales and Customer Success Managers to provide a seamless transition from sale to ongoing success.
- Ensure smooth handoff by delivering clear documentation of customer goals, progress, and adoption milestones.
- Performance Tracking & Reporting: Monitor onboarding KPIs, usage, and customer feedback.
- Share actionable insights with both customers and internal teams.
- Surface patterns and challenges to continuously improve the onboarding program.
Requirements
- 4–6+ years of experience in Customer Onboarding, Customer Success, Account Management, Solutions Engineering, or a related role.
- Experience with enterprise customers in MarTech or SaaS is strongly preferred.
- Proven ability to quickly build trust and credibility with stakeholders at all levels, from hands-on practitioners to senior executives.
- Skilled at uncovering customer needs and designing tailored onboarding strategies that drive early adoption and measurable business value.
- Strong verbal and written communication skills, with the ability to translate complex product capabilities into clear, actionable outcomes for both technical and non-technical audiences.
- Adept at using customer data and insights to guide decisions, measure success, and identify opportunities for growth.
- Demonstrated ability to manage multiple onboarding projects simultaneously, ensuring timely delivery and consistent customer outcomes.
- Comfortable navigating ambiguity, working in a fast-paced global environment, and thriving through change.
- Understanding of digital marketing technologies such as SEO, SEM, content marketing, analytics, CRM, and marketing automation is not required, but a plus.
- Experience with enterprise-level marketing and SEO platforms such as BrightEdge, Conductor, Botify, SimilarWeb, or others is not required, but a plus.
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
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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