Strategic Customer Success Manager (Global Customer Success Retention)

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

Job summary

SEMrush seeks a Strategic Customer Success Manager to enhance enterprise client relationships and ensure seamless onboarding and product adoption. This role involves managing key accounts, providing strategic insights, and contributing to customer value realization through effective collaboration and planning.

Benefits

Unlimited PTO

Affordable health plans

Life and AD&D insurance

401(k) plan

Paid parental leave

Qualifications

• 7–10+ years in Customer Success, Account Management, or related roles.
• Proven experience creating and executing detailed implementation plans.
• Deep knowledge of digital marketing technologies (SEO, SEM, CRM).

Responsibilities

• Lead onboarding for new enterprise customers.
• Facilitate training and expert support to accelerate value realization.
• Build and nurture relationships with key stakeholders.

Skills

Customer Success

Account Management

Digital Marketing Technologies

Problem-Solving

Communication

Job description

Strategic Customer Success Manager (Global Customer Success Retention)

Hi there!

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

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

Responsibilities in this role

• Customer Onboarding & Enablement: Lead onboarding for new enterprise customers, ensuring a seamless introduction to Semrush products and services. Provide the necessary training and support to accelerate value realization through product adoption, involving the right expert resources when needed.
• Accelerate Value Realization: Facilitate the right training and expert support to speed up value realization by driving seamless product adoption and integration into clients’ marketing strategies.
• Strategic Account Management: Build and nurture relationships with key stakeholders, including senior marketing executives, CMOs, and marketing teams. Act as a trusted advisor, offering strategic recommendations to maximize Semrush's impact.
• Create & Execute Implementation Plans: Develop customized implementation plans aligned with client needs and business objectives. Ensure timely execution by coordinating with cross-functional teams and managing resources effectively.
• Link Workflows to Value: Collaborate with clients to connect key workflows within their marketing operations to the business value Semrush provides, demonstrating how features enhance their objectives.
• Drive Customer Value: Conduct regular business reviews to showcase ROI, offering tailored strategies and insights, and discussing new products and solutions.
• Proactive Customer Engagement: Anticipate customer needs by identifying challenges, proposing solutions, and addressing potential issues proactively.
• Collaborative Problem Solving: Partner with internal teams to resolve complex customer challenges, advocating for customer needs internally and capturing success stories externally.
• Performance Tracking & Reporting: Use data to track KPIs, provide insights, and present reports and strategic recommendations to stakeholders.
• Renewals & Retention: Ensure high retention and renewal rates by demonstrating ongoing value, and work with teams on upselling and renewals.
• Contribute to Program Development: As a senior team member, help improve Customer Success processes and workflows.
• Customer Advocacy: Advocate for clients internally and externally, capturing success stories and highlighting value.

Ideal Candidate Profile

• 7–10+ years in Customer Success, Account Management, or related roles, with enterprise client experience, preferably in MarTech or SaaS.
• Proven experience creating and executing detailed implementation plans focused on driving time to value.
• Ability to connect customer workflows to tangible results.
• Deep knowledge of digital marketing technologies (SEO, SEM, content marketing, analytics, CRM, automation).
• Strong relationship-building skills across all levels, including C-suite.
• Excellent problem-solving and communication skills, capable of explaining complex concepts clearly.
• Experience managing enterprise accounts, satisfaction, and retention.
• Data-driven decision-making skills.

Nice to have:

• Experience with BrightEdge, Conductor, SimilarWeb, or similar platforms.
• Strong project management skills for large enterprise projects.
• Ability to thrive in a fast-paced, collaborative environment.

Work Environment & Benefits

• Unlimited PTO
• Affordable health plans
• Life and AD&D insurance
• Dependent Care and Flexible Spending Accounts
• Health Savings Account
• Disability insurance
• Employee Assistance Program
• Employee Resource Groups
• 401(k) plan
• Paid parental leave
• Relief Fund
• Travel coverage
• Company events, team building, snacks, and gifts

About Semrush

Semrush is a leading SaaS platform for online visibility management, enabling marketing campaigns across search engines, social media, and more. With over 16 years of development, numerous awards, and a public listing on NYSE, we serve over 10 million users worldwide and have a global team of over 1,700 employees.

Our Commitment to Diversity & Inclusion

Semrush is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to creating an inclusive environment. Even if you don’t meet all requirements, we encourage you to apply!

Join us!

Talent Acquisition Specialist

We value a thorough hiring process to find the right fit for our team. We review applications carefully and aim to provide feedback within three days.

Interview Process

We offer flexible interview options—online or in person. Please ensure a quiet environment, turn on your camera, and be prepared to discuss your background in detail.