Strategic Customer Success Manager (Global Customer Success Retention)

MedStar Health; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

A leading global technology company is seeking a Strategic Customer Success Manager to enhance client relationships and ensure successful adoption of their SaaS platform. The role involves onboarding new clients, driving product value, and managing enterprise accounts in a fast-paced environment. The ideal candidate brings extensive experience in customer success, account management, and a strong understanding of digital marketing technologies.

Benefits

Unlimited PTO

Comprehensive health plans

Retirement plans

Parental leave

Travel coverage

Qualifications

• 7-10+ years in Customer Success, Account Management, or related roles.
• Experience managing enterprise accounts and driving satisfaction and retention.
• Deep understanding of digital marketing technologies (SEO, SEM, analytics, CRM).

Responsibilities

• Lead onboarding for new enterprise customers.
• Build and nurture relationships with key stakeholders.
• Focus on high retention and renewal rates.

Skills

Customer Success

Account Management

Problem Solving

Communication

Job description

Strategic Customer Success Manager (Global Customer Success Retention)

We are Semrush, a global tech company developing a platform for digital marketers.

We are hiring for the role of Strategic Customer Success Manager (Global Customer Success Retention).

Responsibilities include:

• Customer Onboarding & Enablement: Lead onboarding for new enterprise customers, ensuring a seamless introduction to Semrush products and services. Provide necessary training and support to accelerate value realization through product adoption, involving the right experts when needed.
• Accelerate Value Realization: Ensure clients receive appropriate training and support to enhance product adoption and integration into their marketing strategies, leveraging specialized resources as needed.
• Strategic Account Management: Build and nurture relationships with key stakeholders, including senior marketing executives, CMOs, and marketing operations teams. Act as a trusted advisor, offering strategic recommendations.
• Create & Execute Implementation Plans: Develop customized plans tailored to client needs, ensuring timely execution by coordinating with cross-functional teams, focusing on driving immediate impact.
• Link Workflows to Value: Collaborate with clients to connect their marketing workflows to the value Semrush provides, demonstrating how features enhance their objectives.
• Drive Customer Value: Conduct business reviews to showcase ROI and offer strategies to meet business goals, discussing new products and solutions.
• Proactive Customer Engagement: Anticipate customer needs, identify challenges, and address potential issues proactively.
• Collaborative Problem Solving: Work with internal teams to resolve complex challenges and advocate for customer needs internally.
• Performance Tracking & Reporting: Use data to track KPIs, provide insights, and present strategic reports to stakeholders.
• Renewals & Retention: Focus on high retention and renewal rates, working with teams on upselling and contract renewals.
• Contribute to Program Development: Help improve customer success processes and workflows.
• Customer Advocacy: Represent customer interests internally and externally, capturing success stories and case studies.

Ideal Candidate Profile:

• 7-10+ years in Customer Success, Account Management, or related roles, especially with enterprise clients in MarTech or SaaS.
• Experience in creating and executing implementation plans focused on quick value delivery.
• Ability to link customer workflows to business value.
• Deep understanding of digital marketing technologies (SEO, SEM, analytics, CRM, automation).
• Proven relationship-building skills with C-suite and marketing teams.
• Strong problem-solving and communication skills.
• Experience managing enterprise accounts and driving satisfaction and retention.
• Ability to analyze customer data for insights.

Bonus skills include experience with platforms like BrightEdge, Conductor, or SimilarWeb, project management skills, and the ability to thrive in a fast-paced environment.

Benefits & Company Culture:

• Unlimited PTO, comprehensive health plans, life insurance, and more.
• Retirement plans, parental leave, travel coverage, and team-building activities.
• A supportive and inclusive work environment.

About Semrush:

Semrush is a leading SaaS platform for online visibility management, serving over 10 million users worldwide. We have received numerous awards and went public on the NYSE in 2021. Our team of over 1,700 professionals is committed to innovation and growth.

Diversity & Inclusion:

We are an equal opportunity employer committed to creating an inclusive environment. We welcome applications from all backgrounds and do not discriminate based on any protected status.

We look forward to welcoming our new team member!