Senior Customer Success Manager

hace 1 mes


Madrid, Madrid, España Semrush A tiempo completo
Customer Success Role Overview

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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