Customer Success Manager, Enterprise, Global Customer Success Retention
1 week ago
Hi there We are Semrush, a global IT company developing our own product - a platform for digital marketers. New stars are born here, so don't miss your chance. This is our CSM - Enterprise role for those who can find a common language with anyone in the world. We are looking for an experienced Customer Success Manager to manage a book of business of large Enterprise customers and help them utilize the Semrush platform to achieve the best ROI and reach their business goals. Tasks in the role Onboarding and Enablement: Lead onboarding of new Enterprise customers, ensuring a seamless introduction to Semrush products and services Strategic Account Planning: Working in partnership with the account's key stakeholders as well as Semrush's Sales dept. Create in-depth account plans which show a clear roadmap to how the customer will achieve their goals Customer Value Realisation: By understanding the customers' goals, the CSM will demonstrate how specific workflows will help achieve these goals and minimize time to value, for the customer Retention and Renewal Management: Drive high customer retention and renewal rates by ensuring clients see ongoing value. Responsible for the negotiation and execution of high-value annual / multi-year contracts Collaborative Problem Solving: Partner with internal teams (Product, Sales, Support) to solve complex customer challenges. Act as the voice of the customer within Semrush, advocating for any improvements or enhancements based on customer needs and feedback Customer Relationship Management: Stay ahead of customer needs by proactively identifying challenges, recommending solutions, and addressing potential roadblocks. Regularly engage with customers to ensure ongoing satisfaction and continuous improvement Owning The Revenue: Even if a customer cancels, you take full responsibility and ownership of the revenue, working with other teams to help drive initiatives to increase the number of returning accounts Executive Business Reviews: Create and Deliver in-depth EBRs, which demonstrate value and progress towards goals as well as identify growth opportunities Identifying Grow Opportunities: Owning the book of business and being able to identify key areas of growth within the customers' portfolio. Partnering with Sales to close these opportunities Semrush & SEO Mastery: Demonstrate expert-level knowledge of the Semrush platform and SEO best practices, using this expertise to conduct tailored technical training sessions and support complex customer workflows. Who we are looking for Fluency in English 4+ years of experience in Customer Success, Account Management, or similar role, with 2+ years of that experience focused on Enterprise clients Experience within the SaaS space Proven experience creating and implementing strategic account plans and executive business reviews, with a strong focus on minimizing time to value for customers Ability to link key workflows to value, ensuring customers see clear connections between their processes and the results Semrush delivers Proven track record of building strong relationships with different levels, including marketing teams and C-suite executives Excellent problem-solving skills with the ability to provide tailored solutions to meet any customer's needs Ability to leverage data to provide insights and make data-driven decisions Strong organizational skills that enable you to manage a book of business of 40-100 Enterprise accounts effectively and efficiently A proactive self-learner who strives to continuously expand their knowledge of customer success strategies and SEO, with a strong focus on knowledge sharing with their peers Strong collaborator who can work hand in hand with product, marketing, sales, and operations teams Not required, but a plus Deep understanding of digital marketing technologies such as SEO, SEM, and content marketing Fluency in additional language/s Strong project management skills, with the ability to manage multiple projects and initiatives simultaneously, for Enterprise clients You share our common values: Trust, because we prefer to speak up and be our true selves; Sense of Ownership, because it's not worth wasting time on something you don't believe in; and enthusiasm for Constant Change, because we are always looking to make things better We will try to create all the right conditions for you to work and rest comfortably This offer stands for the "hybrid" work format: some days, you work from the office, and some #wfh 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 and drinks at the office Gifts for employees A little more about our company Semrush is a leading online visibility management SaaS platform that enables businesses globally to run search engine optimization, pay-per-click, content, social media and competitive research campaigns and get measurable results from online marketing. We've been developing our product for 16 years and have been awarded G2s Top 100 Software Products, Global and US Search Awards 2021, Great Place to Work Certification, Deloitte Technology Fast 500 and many more. In March 2021 Semrush went public and started trading on the NYSE with the SEMR ticker. 10,000,000+ users in America, Europe, Asia, and Australia have already tried Semrush, and over 1,000 people around the world are working on its development. The Semrush team is constantly growing. Our Diversity, Equity, and Inclusion commitments Semrush is an equal opportunity employer. Building a better future for marketers around the world unites people from all backgrounds. Even if you feel that you don't 100% match all requirements, don't be discouraged to apply We are committed to ensure that everyone feels a sense of belonging in the workplace. We do not discriminate based upon race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, age, ancestry, physical or mental disability, or medical condition including medical characteristics, genetic identity, marital status, military service, or any other classification protected by applicable local, state or federal laws. Our new colleague, we are waiting for you #J-18808-Ljbffr
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