Strategic Customer Success Manager (Global Customer Success Retention)
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 Strategic Customer Success Manager role for those who can find a common language with anyone in the world. Tasks in the role
- Strategic Account Management: Build and nurture strong relationships with key stakeholders, including marketing operations teams & senior marketing executives. Be their trusted advisor, offering strategic recommendations on how to leverage Semrush for maximum impact
- Renewals & Retention: Drive high customer retention and renewal rates by ensuring customers see ongoing value. 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. 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, in addition to discussing 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. 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
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