Senior Strategic Customer Success Manager

hace 2 días


España Semrush A tiempo completo

Senior Strategic Customer Success Manager (Global Customer Success Retention)
Customer Success location_on Spain
Hi thereWe are Semrush, a global IT company developing our own product – a platform for digital marketers. This is our Senior Strategic Customer Success Manager Enterprise 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 expert support are provided to accelerate value realization by driving seamless product adoption and integration into clients’ marketing strategies.
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.
Link Workflows to Value: Collaborate closely with clients to understand and link key workflows within their marketing operations to the business value Semrush drives.
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.
Proactive Customer Engagement: Stay ahead of customer needs by proactively identifying challenges, recommending solutions, and addressing potential roadblocks.
Collaborative Problem Solving: Partner with internal teams (Product, Sales, Support) to solve complex customer challenges.
Performance Tracking & Reporting: Use data to provide actionable insights and track performance against KPIs.
Renewals & Retention: Drive high customer retention and renewal rates by ensuring clients see ongoing value.
Customer Advocacy: Advocate on behalf of enterprise customers internally to support their marketing needs.

As a senior member of our team, contribute to CSM process and workflow enhancements to continuously improve our enterprise Customer Success model.
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