Strategic Customer Success Manager Global Customer Success Retention

Strategic Customer Success Manager (Global Customer Success Retention) Customer Success location_on Spain
Hi there!
We are Semrush, a global IT company developing our own product - a platform for digital marketers.
This is our Strategic Customer Success Manager (Global Customer Success Retention) role for those who can find a common language with anyone in the world.
Responsibilities Customer Onboarding & Enablement:
Lead onboarding for new enterprise customers, ensuring a seamless introduction to Semrush products and services.
Ensure the right training and support is provided to accelerate value realization through product adoption, by involving the right expert resources when needed.
Product Adoption:
Ensure the right training and expert support are provided to accelerate value realization by driving seamless product adoption and integration into clients' marketing strategies.
Leverage specialized resources when needed to enhance client outcomes.
Strategic Account Management:
Build and nurture strong relationships with key stakeholders, including senior marketing executives, CMOs, and marketing operations teams.
Be their trusted advisor, offering strategic recommendations on how to leverage Semrush for maximum impact.
Create & Execute Implementation Plans:
Develop detailed, customized implementation plans tailored to the client'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 client sees immediate impact.
Link Workflows to Value:
Collaborate closely with clients 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.
Drive Customer Value:
Conduct regular business reviews to demonstrate how Semrush tools are delivering ROI.
Offer customized strategies and insights to help clients meet their specific business goals, in addition to discussing new, relevant products and solutions.
Proactive Customer Engagement:
Stay ahead of customer needs by proactively identifying challenges, recommending solutions, and addressing potential roadblocks.
Regularly engage with customers to ensure ongoing satisfaction and continuous improvement.
Collaborative Problem Solving:
Partner with internal teams (Product, Sales, Support) to solve complex customer challenges.
Act as the voice of the customer within Semrush, advocating for any improvements or enhancements based on customer needs and feedback.
Performance Tracking & Reporting:
Use data to provide actionable insights and track performance against KPIs.
Present detailed reports and strategic recommendations to key client stakeholders.
Renewals & Retention:
Drive high customer retention and renewal rates by ensuring clients see ongoing value.
Work closely with account teams to identify upsell and cross-sell opportunities.
Lead efforts in contract renewals and negotiations.
Contribute to Shaping our Program:
As a senior member of our team, contribute to CSM process and workflow enhancements to continuously improve our enterprise Customer Success model.
Customer Advocacy:
Advocate on behalf of enterprise customers internally to support their marketing needs, and externally by capturing success stories and case studies to highlight the value of Semrush.
About the Customer Success Team The Customer Success (CS) team at Semrush is there to show the true value of our products to the customers.
It is called 'success' for a reason.
We wanted to emphasize every team member's objective:
to ensure that our clients benefit the most from Semrush services and that the product helps them in achieving their targets.
Daily duties of these colleagues include responding to client questions (via email, phone, and online chat), conducting webinars, and product presentations.
In addition, they collect feedback and share it with the teams.
This way, we can make sure we release our platform updates promptly and efficiently.
The department consists of multiple teams.
The CSM team works closer with our premium customers to deliver service with a personalized approach.
The QA team makes sure that colleagues provide the right information at the right time to Semrush users.
The CS Operations & Projects team is focused on innovation and making sure that our customers like the way we deliver our strategy.
We take customer care seriously!
Our CS teams work globally and provide support in different time zones and in more than 8 different languages.
•