Global Director, Strategic Customer Success

SEMrush; United Kingdom; Remote; GBP 100,000 - 150,000; Full time

Job summary

SEMrush is hiring a Global Director for Strategic Customer Success to lead a team of Enterprise CSMs and drive engagement and growth strategies for enterprise clients. This key leadership role involves optimizing customer success operations globally and fostering a performance-driven culture in a fast-paced, dynamic environment.

Benefits

Flexible working hours

Unlimited PTO

Flexi Benefit for your hobby

Employee Support Program

Loss of family member financial aid

Employee Resource Groups

Meals, snacks, and drinks at the office

Corporate events

Teambuilding

Training, courses, conferences

Qualifications

• Minimum 5 years leading customer-facing enterprise CS teams in SaaS.
• Experience as enterprise CSM, AM, or client relationship manager.
• Proven success in scaling strategic CS functions.

Responsibilities

• Lead a team of Enterprise Customer Success Managers driving outcomes.
• Develop and refine renewal strategies for high retention rates.
• Architect and execute the strategic vision for global CS team.

Skills

Data-driven decision-making

Cross-functional collaboration

People leadership

Education

Bachelor’s Degree in Business Administration, Marketing, or related field

MBA

Job description

Global Director, Strategic Customer Success

Customer Success location_on Remote: United Kingdom

Hi there!

We are Semrush, a global Tech company developing our own product – a platform for digital marketers.

Are you ready to be a part of it? This is your chance! We’re hiring for Global Director, Strategic Customer Success.

Hi there!

We are Semrush, a global Tech company developing our own product – a platform for digital marketers.

Are you ready to be a part of it? This is your chance! We’re hiring for Global Director, Strategic Customer Success.

Tasks in the role

As the Global Director of Strategic Customer Success, you will lead a team of highly skilled Enterprise Customer Success Managers across international markets—US, EMEA, and APAC—driving strategic outcomes for our largest enterprise clients. This role is critical in building and continuously evolving our Strategic Enterprise customer success program. Your team will drive strategic engagement, maximize long-term customer value, and foster trusted relationships that lead to expansion and renewal.

You will be responsible not only for execution, but also for designing and scaling the operational strategy and infrastructure of the Strategic Customer Success function. Equally important, you will cultivate a culture of excellence and enablement, developing ongoing training programs that elevate your team as thought leaders in front of our customers.

Key Responsibilities:

Customer Retention & Renewals:

Develop and refine renewal strategy and implement proactive tactics to deliver high retention rates. Shift the team away from reactive engagement toward structured success planning and long-term account health management.

Team Leadership, Development & Enablement:

Recruit, lead, and mentor a high-performing team of enterprise CSMs. Build a strong bench through structured enablement programs, knowledge sharing, and ongoing education, ensuring the team maintains a consultative, expert-level presence with customers.

Create, Maintain, and Exemplify a Performance-Driven Culture:

Use performance data to prepare and deliver regular reports for senior and executive leadership. Drive a strong rhythm of accountability focused on churn mitigation, retention, and expansion enablement.

Global Strategic Leadership:

Architect and execute the ongoing strategic vision and operational framework for the global Strategic Customer Success team. Ensure the approach scales with business growth and evolving customer needs across geographies.

Cross-functional Collaboration:

Partner closely with Sales, Product, and Marketing to align on customer outcomes, growth strategies, and seamless account transitions. Actively participate in internal planning forums to ensure CS insights shape go-to-market priorities.

Enterprise Growth & Engagement:

Guide the team to uncover and qualify expansion opportunities by fostering trusted advisor relationships with stakeholders. Drive alignment around measurable customer objectives that directly support growth.

Process Optimization Across Regions:

Continuously assess and refine Customer Success operations for a global enterprise customer base. Standardize scalable processes while accommodating regional nuances, especially around onboarding, handoffs, and engagement models.

Customer Advocacy:

Champion the voice of strategic customers internally. Ensure customer feed-back informs roadmap planning, and maintain strong executive-level communications paths for escalations and strategic check-ins.

Who we are looking for

• Bachelor’s Degree in Business Administration, Marketing, or a related field is required; MBA strongly preferred
  

• Minimum 5 years experience leading globally distributed, customer-facing enterprise CS teams in a SaaS or high-growth tech environment
  

• 5+ years experience as an enterprise CSM, AM, or client relationship manager
  

• Proven success in building and scaling strategic CS functions supporting enterprise accounts
  

• Track record of collaborating with Enablement and external sources to create and deliver structured team development and training programs

• Demonstrated ability to present performance insights, progress, and strategy to executive stakeholders, including the C-suite
  

• Advanced people leadership and coaching capabilities, with a strong emphasis on professional development and talent scaling
  

• Strong cross-functional collaboration skills, with proven partnerships across Sales, Marketing, Product, and RevOps
  

• Data-driven decision-making with experience using CS and CRM tools to drive insights
  

• Comfortable with change, ambiguity, and fast-scaling global environments
  

• Willingness to travel as needed, including internationally

We will try to create all the right conditions for you to work and rest comfortably

• Flexible working hours

• Unlimited PTO

• Flexi Benefit for your hobby

• Employee Support Program

• Loss of family member financial aid

• Employee Resource Groups

• Meals, snacks, and drinks at the office

• Corporate events

• Teambuilding

• Training, courses, conferences

• 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 G2's 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 1,700 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!