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- Tasks: Lead a global team to enhance customer success for enterprise clients.
- Company: Join Semrush, a top tech company revolutionising digital marketing tools.
- Benefits: Enjoy flexible hours, unlimited PTO, and corporate perks like training and team events.
- Why this job: Be part of a dynamic culture focused on growth and innovation in customer success.
- Qualifications: Requires a degree, 5+ years in customer success, and strong leadership skills.
- Other info: Diversity and inclusion are core values; all backgrounds are encouraged to apply.
The predicted salary is between 54000 - 84000 £ per year.
Hi there! We are Semrush, a global Tech company developing our own product – a platform for digital marketers. Are you ready to be a part of it? This is your chance!
As the Global Director of Strategic Customer Success, you will lead a team of highly skilled Enterprise Customer Success Managers across international markets—US, EMEA, and APAC—driving strategic outcomes for our largest enterprise clients. This role is critical in building and continuously evolving our Strategic Enterprise customer success program. Your team will drive strategic engagement, maximize long-term customer value, and foster trusted relationships that lead to expansion and renewal. You will be responsible not only for execution but also for designing and scaling the operational strategy and infrastructure of the Strategic Customer Success function. Equally important, you will cultivate a culture of excellence and enablement, developing ongoing training programs that elevate your team as thought leaders in front of our customers.
Key Responsibilities:
- Customer Retention & Renewals: Develop and refine renewal strategy and implement proactive tactics to deliver high retention rates. Shift the team away from reactive engagement toward structured success planning and long-term account health management.
- Team Leadership, Development & Enablement: Recruit, lead, and mentor a high-performing team of enterprise CSMs. Build a strong bench through structured enablement programs, knowledge sharing, and ongoing education, ensuring the team maintains a consultative, expert-level presence with customers.
- Create, Maintain, and Exemplify a Performance-Driven Culture: Use performance data to prepare and deliver regular reports for senior and executive leadership. Drive a strong rhythm of accountability focused on churn mitigation, retention, and expansion enablement.
- Global Strategic Leadership: Architect and execute the ongoing strategic vision and operational framework for the global Strategic Customer Success team. Ensure the approach scales with business growth and evolving customer needs across geographies.
- Cross-functional Collaboration: Partner closely with Sales, Product, and Marketing to align on customer outcomes, growth strategies, and seamless account transitions. Actively participate in internal planning forums to ensure CS insights shape go-to-market priorities.
- Enterprise Growth & Engagement: Guide the team to uncover and qualify expansion opportunities by fostering trusted advisor relationships with stakeholders. Drive alignment around measurable customer objectives that directly support growth.
- Process Optimization Across Regions: Continuously assess and refine Customer Success operations for a global enterprise customer base. Standardize scalable processes while accommodating regional nuances, especially around onboarding, handoffs, and engagement models.
- Customer Advocacy: Champion the voice of strategic customers internally. Ensure customer feedback informs roadmap planning, and maintain strong executive-level communications paths for escalations and strategic check-ins.
Who we are looking for:
- Bachelor’s Degree in Business Administration, Marketing, or a related field is required; MBA strongly preferred.
- Minimum 5 years experience leading globally distributed, customer-facing enterprise CS teams in a SaaS or high-growth tech environment.
- 5+ years experience as an enterprise CSM, AM, or client relationship manager.
- Proven success in building and scaling strategic CS functions supporting enterprise accounts.
- Track record of collaborating with Enablement and external sources to create and deliver structured team development and training programs.
- Demonstrated ability to present performance insights, progress, and strategy to executive stakeholders, including the C-suite.
- Advanced people leadership and coaching capabilities, with a strong emphasis on professional development and talent scaling.
- Strong cross-functional collaboration skills, with proven partnerships across Sales, Marketing, Product, and RevOps.
- Data-driven decision-making with experience using CS and CRM tools to drive insights.
- Comfortable with change, ambiguity, and fast-scaling global environments.
- Willingness to travel as needed, including internationally.
We will try to create all the right conditions for you to work and rest comfortably:
- 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 have been developing our product for 16 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 1,700 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 ensuring 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!
Global Director, Strategic Customer Success employer: Semrush
Contact Detail:
Semrush Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Director, Strategic Customer Success
✨Tip Number 1
Familiarise yourself with Semrush's products and services. Understanding the platform will not only help you in interviews but also demonstrate your genuine interest in the company and its mission.
✨Tip Number 2
Network with current or former employees of Semrush on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your discussions.
✨Tip Number 3
Prepare to discuss your experience in leading global teams and driving customer success strategies. Be ready to share specific examples of how you've improved retention rates and fostered client relationships in previous roles.
✨Tip Number 4
Stay updated on industry trends and challenges in customer success, especially within SaaS. This knowledge will allow you to speak confidently about how you can contribute to Semrush's goals and adapt to the fast-paced tech environment.
We think you need these skills to ace Global Director, Strategic Customer Success
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, particularly in leading teams and driving strategic outcomes. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your background aligns with Semrush's goals. Mention specific achievements that showcase your ability to lead and develop high-performing teams.
Showcase Leadership Experience: Emphasise your leadership skills and experience in managing globally distributed teams. Provide examples of how you've successfully implemented training programs or strategies that have led to improved customer retention and engagement.
Highlight Data-Driven Decision Making: Demonstrate your ability to use data to drive insights and decision-making. Include examples of how you've used performance metrics to inform strategy and improve customer success outcomes.
How to prepare for a job interview at Semrush
✨Understand the Role Thoroughly
Before your interview, make sure you have a deep understanding of the Global Director, Strategic Customer Success role. Familiarise yourself with the key responsibilities and how they align with Semrush's goals. This will help you articulate how your experience fits the position.
✨Showcase Your Leadership Experience
As this role involves leading a team of Enterprise Customer Success Managers, be prepared to discuss your leadership style and past experiences. Highlight specific examples where you've successfully built and scaled teams, focusing on mentorship and development.
✨Demonstrate Data-Driven Decision Making
Since the role requires data-driven insights, come prepared with examples of how you've used performance metrics to inform strategy. Discuss any tools or methodologies you've employed to track customer success and retention rates.
✨Prepare for Cross-Functional Collaboration Questions
Given the importance of collaboration with Sales, Product, and Marketing, think of instances where you've worked across departments. Be ready to explain how you facilitated communication and alignment to achieve common goals.
