Semrush

Customer Success Manager

• Run Customer Success globally for Semrush’s largest and most strategic customers
• Own time-to-value, adoption, value realization, retention, renewal readiness, and expansion partnership across the Enterprise customer base
• Build a world-class Enterprise Customer Success motion
• Own the Enterprise customer journey from closed-won through value realization and renewal readiness
• Define a globally consistent Enterprise CS operating model across regions, account tiers, product lines, and customer complexity
• Install operating rhythms across onboarding, adoption, customer health, renewal readiness, executive engagement, and risk management
• Clarify ownership across CSMs, Sales, Renewals, Solutions Engineering, and Professional Services
• Build onboarding standards and ensure customers realize measurable value quickly
• Drive deeper product adoption across the Semrush portfolio
• Build a disciplined Enterprise renewal readiness motion with Sales and Renewals
• Improve visibility into customer health, adoption quality, risk, executive alignment, and value realization
• Create risk categories, save plans, escalation paths, and executive engagement standards
• Elevate QBRs and EBRs into strategic business conversations
• Create clean handoffs and operating discipline across Customer Success, Enterprise Sales, Renewals, Product, Solutions Engineering, Support, Professional Services, Enablement, RevOps, and Adobe field teams
• Turn customer feedback into actionable input for Product, GTM, Enablement, and leadership
• Lead front-line managers and raise the bar on CSM talent
• Work credibly with Enterprise Sales, challenge Product with customer insight, and engage senior customers

Explore Global Head of Customer Success at Semrush. Review requirements and application details.