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.
- Other info: Diversity and inclusion are core values; all backgrounds are encouraged to apply.
- 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.
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
At Semrush, we pride ourselves on being an exceptional employer, offering a dynamic remote work environment in the UK that fosters innovation and collaboration. Our commitment to employee growth is evident through unlimited PTO, flexible working hours, and comprehensive training programmes, ensuring that our team members thrive both personally and professionally. Join us to be part of a diverse and inclusive culture where your contributions are valued, and you can make a meaningful impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Global Director, Strategic Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Semrush. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Semrush before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Global Director, Strategic Customer Success
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Semrush:Your cover letter is your chance to shine! Tell us why you want to work at Semrush specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Semrush!
How to prepare for a job interview at Semrush
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
