Strategic Customer Success Manager Role Overview
We are Semrush, a global IT company developing our own product – a platform for digital marketers.
Key Responsibilities
* Strategic Account Management: Build strong relationships with key stakeholders, including marketing operations teams & senior marketing executives, and serve as their trusted advisor to leverage Semrush for maximum impact.
* Renewals & Retention: Drive high customer retention and renewal rates by ensuring customers see ongoing value, and work closely with account teams to identify upsell and cross-sell opportunities. Lead efforts in contract renewals and negotiations.
* Drive Customer Value: Collaborate closely with different customer stakeholders to understand and link key workflows within their marketing operations to the business value Semrush drives, and ensure customers understand how specific features and tools directly enhance their marketing objectives and performance.
* Quarterly Business Reviews: Conduct regular business reviews to demonstrate how Semrush tools are delivering ROI, offer customized strategies and insights to help customers meet their specific business goals, and discuss new, relevant products and solutions.
* Customer Advocacy: Act as the voice of the customer within Semrush, advocating for any improvements or enhancements based on customer needs and feedback, and stay informed about customer strategic objectives, relevant market conditions in the customers' industry, and competitive intelligence to identify opportunities and threats.
* Create & Execute Onboarding, Implementation, & Success Plans: Develop detailed, customized onboarding and implementation plans tailored to the customer's specific needs and business objectives, ensure timely and efficient execution of these plans by coordinating with cross-functional teams and managing resources effectively, focusing on driving time to value and ensuring the customer sees immediate impact.
* Identify Growth Opportunities: 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.
About Customer Success at Semrush
The Customer Success (CS) team at Semrush is dedicated to showcasing the true value of our products to customers. Our objective is to ensure that clients benefit maximally from Semrush services and achieve their targets through our platform.
Daily tasks include responding to client questions, conducting webinars and product presentations, collecting feedback, and sharing it with teams to ensure prompt and efficient platform updates.
The department comprises multiple teams. The CSM team works closely with premium customers to deliver service with a personalized approach. The QA team ensures colleagues provide accurate information at the right time to Semrush users. The CS Operations & Projects team focuses on innovation and delivering our strategy to customers.
Our CS teams operate globally, providing support in various time zones and languages.