Senior Customer Success Manager
hace 1 mes
At Semrush, we're looking for a seasoned Senior Customer Success Manager to join our Enterprise Solutions Unit. As a key member of our team, you'll be responsible for driving customer success and growth through effective onboarding, adoption, and account activation processes.
Key Responsibilities:
- Act as a 'Player/Coach' to help the Enterprise Solutions team develop effective processes and workflows.
- Discover customer business and SEO goals to build out a business plan, including goals, timelines, benchmarks, and measures of success.
- Prepare and deliver Quarterly Business Reviews (QBRs) with customers based on identified goals.
- Train customers on relevant Semrush workflows to help them achieve their goals.
- Perform regular meetings with key stakeholders to ensure customer goals are being met.
- Identify commonalities in tasks, processes, and workflows.
- Develop engaging content to help customers 'self-service' common tasks, processes, and workflows.
- Act as an extension of the customer's business, offering insights and recommendations based on research and knowledge.
- Proactive relationship management with accounts to maintain overall customer health.
- Monitor and report on account health and risk using sophisticated processes/tools.
- Collaborate with Sales and Product departments during customer acquisition and throughout their time with Semrush.
- Maintain a deep understanding of Semrush's products and the wider SEO world.
- Provide dedicated technical and product support.
- Participate in team projects and Semrush experiments that result in new processes.
- Act as a conduit between the customer and our product team to help with product development, leveraging customer feedback and use cases.
Requirements:
- Strong understanding of SEO and digital marketing principles.
- Experience in customer success, account management, or a related field.
- Excellent communication and relationship-building skills.
- Ability to analyze customer data and develop effective business plans.
- Strong problem-solving and analytical skills.
- Ability to work in a fast-paced environment and adapt to changing priorities.
What We Offer:
- A dynamic and supportive work environment.
- Opportunities for professional growth and development.
- A competitive salary and benefits package.
- A chance to work with a leading technology company in the digital marketing space.
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