Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- 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, innovation, and customer impact.
- Qualifications: Requires a degree in Business or Marketing and 5+ years in customer success leadership.
- Other info: Diversity and inclusion are core values; all backgrounds are encouraged to apply.
The predicted salary is between 72000 - 108000 £ 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've 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 ensure 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 role and the company.
✨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 for the Global Director role.
✨Tip Number 3
Prepare to discuss your experience in leading customer success teams, particularly in a SaaS environment. Be ready to share specific examples of how you've driven retention and expansion in previous roles.
✨Tip Number 4
Showcase your ability to collaborate cross-functionally. Highlight any past experiences where you've worked closely with sales, marketing, or product teams to achieve customer success goals.
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 specific examples that demonstrate your ability to manage enterprise accounts and foster relationships.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your background aligns with the role. Mention your experience in SaaS environments and your approach to team leadership and development.
Showcase Leadership Skills: Emphasise your leadership capabilities by providing examples of how you've successfully led teams in the past. Highlight any training programs you've developed or implemented that have resulted in improved team performance.
Demonstrate Data-Driven Decision Making: Include instances where you've used data to inform your strategies and decisions. This could involve metrics related to customer retention, account health, or team performance that showcase your analytical skills.
How to prepare for a job interview at Semrush
✨Understand the Role Thoroughly
Before the 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 your experience. This will help you articulate how your background makes you a perfect fit for the position.
✨Showcase 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 mentored teams, focusing on how you fostered a culture of excellence and accountability.
✨Demonstrate Cross-Functional Collaboration
The role requires strong collaboration with Sales, Product, and Marketing teams. Prepare examples of how you've worked across departments in previous roles to achieve common goals. Emphasise your ability to align customer outcomes with business strategies.
✨Prepare for Data-Driven Discussions
Since the position involves data-driven decision-making, be ready to discuss how you've used performance metrics and insights in your previous roles. Bring examples of how you've leveraged data to drive customer success and improve retention rates.