Manager, Enterprise Customer Success Team EMEA (Global Customer Success Retention)

Hi there! We are Semrush, a global IT company developing our own product – a platform for digital marketers. New stars are born here, so don’t miss your chance.

This is our role for those who can find a common language with anyone in the world. As the Manager, Enterprise Customer Success, you will lead a team of 8 Customer Success Managers who work with the highest paying cohort of enterprise customers. They are focused on renewing and growing Semrush’s critical enterprise customer segment.

You will be responsible for leading, coaching, motivating, and holding your team accountable to meet and exceed their individual targets (NRR, TCV improvement, and extension of customer terms). You will collaborate with other teams to implement new processes, training sessions, and ways of working to improve the overall customer experience. You will contribute to and maintain a performance-driven yet enjoyable work environment in alignment with the Semrush EVP.

You will closely manage the team’s daily, weekly, and monthly performance, with responsibility for reporting any performance trends to senior management in real time. Your team will create and execute repeatable success plans for this key group of customers with a strong emphasis on maximizing the Semrush value proposition, thereby creating customers for life.

• Customer Retention & Renewals: Develop the renewal strategy and implement process and tactics to deliver high retention rates, including implementing success planning to move away from the reactive motion. Deliver actionable strategies to drive long-term retention.
• Team Leadership & Development: Recruit, lead, develop, and mentor a team of high-performing senior enterprise CSMs, fostering a high-performance culture and ensuring optimal cross-functional collaboration with sales. Lead your team through a fast-evolving environment, providing clarity, direction, and consistency in the delivery of customer success strategies across different regions.
• Create, Maintain, and Exemplify a Performance Driven Culture: Leverage various sources of performance data to prepare and present regular reports and presentations for senior leadership on Enterprise Customer Success’s performance, forecasts, and other key metrics, with key goals around churn mitigation and renewal management.
• Global Strategic Leadership: Shape and implement the strategy for the global strategic customer success team, ensuring alignment with division and company goals and addressing the needs of enterprise clients around the globe.
• Cross-functional Collaboration: Collaborate closely with Sales, Product, and Marketing teams to align customer success initiatives with company growth strategies. Work closely with sales teams to ensure that any expansion opportunities are well-supported and customers experience a seamless transition.
• Enterprise Growth & Engagement: Guide your team in identifying opportunities for account expansion by fostering deep, value-driven relationships with enterprise clients, generating qualified expansion leads.
• Process Optimization Across Regions: Drive continuous improvement of customer success processes to meet the needs of a global enterprise client base, ensuring operational excellence. Ensure that handoff processes from customer success to sales and vice versa are streamlined and effective.
• Customer Advocacy: Act as a key advocate for global enterprise customers, ensuring their feedback informs product development and service enhancements. Stay informed about customer strategic objectives, relevant market conditions in the customers’ industry, and competitive intelligence to identify opportunities and threats. Manage and own senior-level escalations and develop clear communication pathways to internal and external senior management.