Senior Associate, CRM leading operational and compliance procedures at CreditSights in Chicago. Collaborating with compliance teams to ensure efficient execution and issue resolution.
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
Senior Customer Success Manager driving value for strategic Enterprise customers in the Transport, Logistics, and Manufacturing sectors. Cultivating partnerships and ensuring customer success through adoption and measurable outcomes.
Senior Customer Success Manager cultivating enterprise customer relationships at SafetyCulture. Leading adoption and expansion while ensuring strategic priorities are met in a hybrid work environment.
Customer Success Manager serving as the bridge between customers and the company. Developing IT strategies and managing client relationships for successful project outcomes in a hybrid work environment.
Global Senior Director leading CRM transformation and organizational change management at AstraZeneca. Collaborating cross - functionally to improve user experiences and drive measurable business impact.
Join Paysafe as a Marketing Customer Engagement Manager to lead consumer CRM strategies and lifecycle marketing. Collaborate globally to enhance customer engagement and retention across various platforms.
Partner Success Manager at Central Payments fostering client relationships and supporting innovative payment programs in a dynamic fintech environment.
CRM Consultant at iGoMoon driving business growth through HubSpot implementations and solutions. Collaborating with teams to enhance customer success and CRM effectiveness.
Client Success Agent managing customer accounts for janitorial services. Resolving service issues and ensuring customer satisfaction in Tampa, FL.
Senior CRM Analyst leading Salesforce Marketing Cloud operations at a financial solutions powerhouse. Focused on optimizing automated customer journeys and data analysis.