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 Manager role for those who are goal and success-oriented.
Tasks in the role
- Acting as a “Player/Coach”; using your diverse SEO / Digital Marketing and Commercial experience to help the whole Enterprise Solutions (EntSol) team develop the most effective processes and workflows for Onboarding, Customer Adoption, Account Activation, and QBRs across EMEA
- Discovering the business & SEO goals of your customers to build out a business plan, including goals, timelines, benchmarks, and measures of success
- Preparing and delivering Quarterly Business Reviews (QBRs) with customers based on the goals identified during the discovery
- Training your customers on relevant Semrush workflows so that they can achieve those goals
- Performing regularly scheduled meetings with key stakeholders to ensure customer goals are being met
- Identifying commonalities in tasks, processes, and workflows
- Developing engaging and helpful content (such as help articles, blogs, and videos) for our EntSol customers to help them “self-service” common tasks, processes, and workflows
- Acting as an extension of your customer’s business; offering your own insights and recommendations based on extensive research into the customer’s business, your knowledge of SEO, and their engagement within our platform
- Proactive relationship management with accounts to maintain overall customer health
- Monitoring and reporting on the health and risk of assigned accounts using sophisticated processes/tools
- Collaborating closely with the Sales and Product departments, both during the acquisition of new customers and throughout their time with Semrush
- Maintaining a deep understanding of Semrush’s suite of products and also the wider SEO world
- Providing dedicated technical and product support
- Actively participating in team projects and Semrush experiments that might result in new processes
- Acting as a conduit between the customer and our product team to help with the continued development of our products, leveraging customer feedback and use cases
Who we are looking for
- 5+ years of experience in the SEO and/or Digital Marketing field with 3+ years of agency experience
- Extensive Technical SEO and/or Digital Marketing knowledge and ability to deliver in-depth technical recommendations to customers
- Must be physically located in the EMEA region and willing to work business hours of the same
- Hands-on experience in building SEO strategies, including keyword research, competitor analysis, and technical auditing
- Experience working with Enterprise SEO platforms
- Knowledge of Google Search Console, Google Ads, and Google Analytics
- Ability to identify customer goals and then demonstrate bespoke workflows for the customer to help them achieve these goals
- Experience in preparing and delivering in-depth QBRs
- Solid understanding of Customer Success best practices and customer-oriented personality
- Ability to learn software programs
- Creative and analytical thinker with strong problem-solving skills
- Exceptional English verbal and written communication skills with the ability to communicate effectively at all levels
Not required, but a plus
- You’re a “Player/Coach,” both directly managing your own customers and also offering your support and expertise to the rest of the EntSol CSM team
- You have deep customer empathy and find fulfillment in helping customers reach their goals
- You enjoy working with people and are driven to provide an excellent customer experience
- You pride yourself on going above and beyond for teammates and customers
- You are ready to be autonomous and proactive
- 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
- It’s up to you to decide what work format works best for you. You can #wfo, #wfh, or mix both.
- Flexible working hours
- Unlimited PTO
- Flexi Benefit for your hobby
- Employee Support Program
- Loss of family member financial aid
- Employee Resource Groups
- Meals, snacks, and drinks at the office
- Corporate events
- Teambuilding
- Training, courses, conferences
- Gifts for employees
A little more about our company
Semrush is a leading online visibility management SaaS platform that enables businesses globally to run search engine optimization, pay-per-click, content, social media and competitive research campaigns and get measurable results from online marketing.
We’ve been developing our product for 16 years and have been awarded G2s 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.
Our Diversity, Equity and Inclusion commitments
Semrush is an equal opportunity employer. Building a better future for marketers around the world unites people from all backgrounds. Even if you feel that you don’t 100% match all requirements, don’t be discouraged to apply! We are committed to ensure that everyone feels a sense of belonging in the workplace.
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.
Our new colleague, we are waiting for you!