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- Tasks: Lead onboarding and product adoption for Enterprise customers, ensuring seamless integration and success.
- Company: Join Semrush, a leading platform dedicated to maximising customer value and satisfaction.
- Benefits: Enjoy flexible work options, a supportive team culture, and opportunities for professional growth.
- Why this job: Be part of a dynamic team that values innovation, customer obsession, and data-driven decisions.
- Qualifications: Strong leadership skills, technical acumen, and experience in customer success or onboarding roles required.
- Other info: Work with a globally distributed team and make a real impact on customer experiences.
The predicted salary is between 72000 - 108000 £ per year.
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.
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.
Director Enterprise Customer Onboarding and Product Adoption (Strategic Customer Success) employer: Semrush
Contact Detail:
Semrush Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director Enterprise Customer Onboarding and Product Adoption (Strategic Customer Success)
✨Tip Number 1
Familiarise yourself with the latest trends in customer onboarding and product adoption, especially within enterprise environments. Understanding how to optimise time to value (TTV) and enhance customer experiences will give you a competitive edge during discussions.
✨Tip Number 2
Network with professionals in the Customer Success field, particularly those who have experience in leading onboarding strategies. Engaging with industry experts can provide insights into best practices and may even lead to referrals.
✨Tip Number 3
Prepare to discuss your experience with cross-functional collaboration. Highlight specific examples where you've successfully partnered with teams like Sales, Product, or Analytics to drive customer success initiatives.
✨Tip Number 4
Showcase your analytical skills by being ready to discuss how you've used data to inform decisions in previous roles. Being able to demonstrate a data-driven approach to onboarding and product adoption will resonate well with our team.
We think you need these skills to ace Director Enterprise Customer Onboarding and Product Adoption (Strategic Customer Success)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer onboarding and product adoption. Use specific examples that demonstrate your ability to lead teams and optimise processes, as these are key aspects of the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your strategic vision aligns with the company's goals. Mention your experience with cross-functional collaboration and data-driven decision-making.
Showcase Leadership Skills: Emphasise your leadership experience in managing global teams. Provide examples of how you've fostered a culture of accountability and customer obsession, which are crucial for this position.
Highlight Analytical Acumen: Demonstrate your ability to leverage data and analytics to drive improvements in customer onboarding and product adoption. Include any relevant metrics or KPIs you've successfully managed in previous roles.
How to prepare for a job interview at Semrush
✨Understand the Role Deeply
Before the interview, make sure you thoroughly understand the responsibilities of the Director Enterprise Customer Onboarding and Product Adoption role. Familiarise yourself with concepts like Time to Value (TTV) and multi-product integration, as these will likely be key discussion points.
✨Showcase Your Leadership Skills
As a strategic leader, it's essential to demonstrate your experience in leading global teams. Prepare examples of how you've successfully managed cross-functional collaborations and driven team performance in previous roles.
✨Prepare for Data-Driven Discussions
Since the role involves leveraging data and AI-driven tools, be ready to discuss how you've used analytics to inform strategies and improve customer outcomes. Bring specific metrics or case studies that highlight your success in this area.
✨Emphasise Customer-Centric Mindset
The interviewers will want to see your commitment to customer success. Be prepared to share examples of how you've enhanced customer experiences in past roles, particularly through onboarding processes and product adoption strategies.
