Customer Success Team Lead, Onboarding

Job Description

Hi there
We are Semrush, a global IT company developing our own product - a platform for digital marketers. New stars are born here, so don’t miss your chance.
This is our Customer Success Team Lead, Onboarding (Global Customer Success Onboarding Team) role for those who are goal and success-oriented.

Tasks in the role
- Lead, coordinate, motivate, mentor, and establish the feedback loop for the team.
- Establish and execute the best customer experience strategies from onboarding to advocacy and up-selling.
- Set goals and expectations for each team member and monitor their performance.
- Act as a point of escalation for the Customer Success team and customers.
- Drive productivity and performance to overachieve Customer Success retention and activity goals.
- Review client training and provide appropriate coaching support to CSMs.
- Drive changes that improve CSM-related processes.
- Collaborate with other teams to implement new processes, team training, or solve issues.
- Maintain a healthy and friendly atmosphere in the team.
- Actively coordinate team flows with product and marketing updates.
- Focus on fostering a Consultative Selling approach when coaching expansion opportunities.
- Create and establish weekly and monthly reporting for team syncs and report-outs.

**Requirements**:
Who we are looking for
- 2+ years of work experience in a leadership role in Customer Success or Sales Management, preferably in the SaaS/Martech field.
- Fluent in English (C2).
- Strong communication and interpersonal skills.
- Creative problem-solving and analytical abilities.
- Comfortable managing in a culture of constant change.
- You are agile and resilient.
- You have a background in Customer Marketing, Enablement, Project Management, or selling in the SMB market.
- You have experience with geographically remote teams across different countries in EMEA-APAC is a distinct advantage.
- You share our common values: Trust, because we prefer to speak up and be our true selves; Sense of Ownership, because it’s not worth wasting time on something you don’t believe in; and enthusiasm for Constant Changes, because we are always looking to make things better.

We will try to create all the right conditions for you to work and rest comfortably
- Work format FLEX: This offer stands for the “hybrid” work format: some days, you work from the office, and some #wfh. Trust us, it’s an efficient way of work. Proven
- Flexible working day start.
- Health insurance coverage.
- Working from a modern coworking space (or working from home).
- Corporate events.
- Unlimited PTO.
- Hobby benefit.
- Training, courses, conferences.
- Gifts for employees.

Finally, a little more about our company

We’ve been developing our product for 15 years and have been awarded G2's Top 100 Software Products, Global and US Search Awards 2021, Great Place to Work Certification, Deloitte Technology Fast 500 and many more. In March 2021 Semrush went public and started trading on the NYSE with the SEMR ticker.

10,000,000+ users in America, Europe, Asia, and Australia have already tried Semrush, and over 1,000 people around the world are working on its development. The Semrush team is constantly growing.
Semrush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, age, ancestry, physical or mental disability, or medical condition including medical characteristics, genetic identity, marital status, military service, or any other classification protected by applicable local, state or federal laws. All employment decisions are based on business needs, job requirements, merit, and individual qualifications.