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Customer Success Manager, Enterprise - Strategic Customer Success Team

Posted 7 days 18 hours ago by Jobtailor

Permanent

Full Time

Call Centre / Customer Service Jobs

London, United Kingdom

Job Description

Build and nurture strong multi-threaded relationships with key stakeholders at Fortune 500 organizations, including marketing operations teams and senior marketing executives
Act as a trusted advisor by providing strategic recommendations on leveraging Semrush for maximum impact
Own the renewal lifecycle, managing customer health, commercial timelines, procurement requirements, and risks
Maintain accurate renewal forecasts and partner with account teams on expansion and cross-sell opportunities
Connect customers' marketing workflows to the business value delivered by Semrush
Lead executive Quarterly Business Reviews connecting Semrush performance and insights to business objectives, ROI, strategic priorities, and long-term partnership value
Identify, document, escalade, and remediate customer risks
Develop action plans to address risks before they affect renewal or customer value
Advocate for customer-driven product improvements and enhancements
Monitor customer objectives, industry conditions, and competitive intelligence
Create customized success plans and coordinate cross-functional execution
Identify opportunities for Semrush tools, expansions, and product/platform upgrades
Develop expertise across Semrush Enterprise solutions, Search, AI visibility, and digital marketing
Manage the customer portfolio, including customer health, success plans, renewal timelines, growth opportunities, stakeholder coverage, and forecasting

Requirements

5-7+ years of experience in Customer Success, Account Management, or a related role, focused on enterprise customers, preferably in MarTech or SaaS
Proven track record of building strong relationships with stakeholders at different levels of seniority
Experience creating customized success plans and connecting customer processes to Semrush-delivered results
Excellent problem-solving skills and ability to provide tailored enterprise customer solutions
Strong verbal and written communication skills; ability to articulate complex concepts to technical and non-technical audiences
Understanding of digital marketing technologies including SEO, SEM, content marketing, analytics, CRM, and marketing automation
Experience upselling customers and generating qualified leads
Ability to use customer data to provide insights and drive decision-making
Experience with BrightEdge, Conductor, SimilarWeb, or other enterprise-level marketing and SEO platforms preferred
Ability to navigate ambiguity and complexity and adapt in a rapidly changing global business environment
Previous pipeline management experience in a sales or renewal context
Alignment with Semrush values: Trust, Sense of Ownership, and enthusiasm for Constant Changes

Core Competencies

Demonstrates expertise in Customer Success and Account Management for enterprise clients, with a strong focus on digital marketing technologies and strategic relationship building. Proficient in developing customized success plans and leveraging customer data to drive insights and decision-making.

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