Director Enterprise Customer Onboarding and Product Adoption (Strategic Customer Success)

Director Enterprise Customer Onboarding and Product Adoption (Strategic Customer Success)

Customer Success location_on United Kingdom

The Director Enterprise Customer Onboarding and Product Adoption will lead the end-to-end onboarding experience and product adoption strategy for Semrush’s Enterprise Platform customers. This role is accountable for optimizing and standardizing time to value (TTV), ensuring seamless multi-product integration into customer workflows, and driving early and sustained product success.

As a strategic and hands-on leader, you will oversee a global team, partner cross-functionally with Sales, Product, Analytics, and Customer Success, and leverage data and AI-driven tools to continuously improve customer onboarding, product activation, and retention outcomes. You are operationally sharp, have strong technical acumen, and leverage processes to execute against company and customer objectives.

Enterprise Onboarding Strategy: Design and scale an enterprise-grade onboarding framework supporting complex, multi-product adoption aligned with customer goals.

Accelerate Time to Value: Drive measurable outcomes by reducing TTV, increasing product utilization, and ensuring early value realization in the customer lifecycle.

Establish best-in-class processes: Enhance operational efficiency and support scalable growth.

Customer-Centric Execution: Ensure every onboarding touchpoint delivers a world-class customer experience and lays the foundation for long-term partnership and retention.

Cross-Functional Orchestration: Collaborate with Product, Sales, and Customer Success teams to drive joint accountability and unified execution across the customer journey.

Enablement & Playbooks: Partner with CS Enablement to create, refine, and scale onboarding playbooks and product adoption best practices supporting repeatable excellence.

Team Leadership & Development: Lead and grow a high-performing, globally distributed team. Foster a culture of accountability, customer obsession, and data-driven decision-making.

Operational Excellence: Implement metrics and capacity planning to optimize productivity, quality of delivery, and resource allocation across regions and functions.

Analytics & Continuous Optimization: Use data insights to monitor onboarding health, inform strategies, and improve workflows continuously.

Executive Reporting: Own reporting on onboarding KPIs, including TTV, adoption rates, satisfaction scores, and early churn indicators, providing actionable insights to executives.

Customer Success

The Customer Success (CS) team at Semrush is dedicated to demonstrating the true value of our products to customers. Success means ensuring clients benefit maximally from Semrush services and that our products help them achieve their targets.

Daily activities include responding to client questions via email, phone, and online chat, conducting webinars, and product presentations. They also gather feedback to share with relevant teams, facilitating prompt and efficient platform updates.

The department comprises multiple teams: the CSM team works closely with premium customers providing personalized service; the QA team ensures accurate and timely information delivery; and the CS Operations & Projects team focuses on innovation and customer satisfaction. We take customer care seriously!

Our CS teams operate globally, supporting different time zones and multiple languages.

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