SMB Customer Success Manager (Digital & Scale Customer Success Team)

SMB Customer Success Manager (Digital & Scale Customer Success Team)

Other location_on United Kingdom

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 role SMB Customer Success Manager for those who can find a common language with anyone in the world.

Maximize customer adoption, retention, and expansion through data-driven, tech-enabled engagement at scale.

Responsibilities

• Onboarding & Adoption: Guide customers to early value realization, at scale, in one to many format.
• Proactive Engagement: Use data to identify risks and drive timely outreach.
• Retention & Growth: Improve renewals and expansion through automation and digital touchpoints.
• Lifecycle Management: Deploy scale engagement across key customer milestones.

Tasks in the Role

• Renewals & Retention: Drive high customer retention and renewal rates by closely managing your renewal pipeline and ensuring customers see ongoing value. Work closely with account teams to identify upsell and cross-sell opportunities. Lead efforts in contract renewals and negotiations.
• Relationship Management: Build and nurture strong relationships with key stakeholders, with an emphasis on deepening the overall contact list. Be their trusted advisor, offering strategic recommendations on how to leverage Semrush for maximum impact.
• Renewal Pipeline Management: Manage a meaningful pipeline of critical high growth potential customers to ensure optimal retention rates. Emphasize TCV and long-term partnership with a focus on delivering unique customer experiences and value.
• Drive Customer Value: Collaborate closely with different customer stakeholders to understand and link key workflows within their marketing operations to the business value Semrush drives. Ensure customers understand how specific features and tools directly enhance their marketing objectives and performance.
• Customer Advocacy: Act as the voice of the customer within Semrush, advocating for any improvements or enhancements based on customer needs and feedback. Stay informed about customer strategic objectives, relevant market conditions in the customers’ industry, and competitive intelligence to identify opportunities and threats.
• Deliver Best In Class Onboarding & Implementation: Execute consistent & efficient onboarding for new customers while simplifying the process where possible. Deliver unique insights at each customer touch point to advance the Semrush mission of enhancing the marketing acumen of all customers.
• Identify Growth Opportunities: Consistently evaluate your customer’s unique needs and identify opportunities for Semrush tools to meet them. Collaborate closely with Sales & Marketing to create expansion opportunities & product/platform upgrades.

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