Customer Success Manager (Prowly Customer Success Management Team)
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! We’re hiring for Customer Success Manager (Prowly Customer Success Management Team).Tasks in the role
Prowly is a SAAS company with over 10 years of experience, creating a product that helps PR professionals tell their brand stories. In 2020, Prowly became a part of Semrush, one of the biggest mar-tech companies in the world.
Before you read about the brand new role of Customer Success Manager - just take a look at our Culture Book and see what makes us different from other workplaces 🚀
What is more, we can officially call ourselves Dream Employer of 2023 as we were granted the title thanks to our coworkers' engagement and transparency.
Are you someone who loves building strong relationships, helping customers thrive, and making sure no one is ever left behind? If you’re passionate about turning users into loyal fans and know your way around a SaaS platform — we might be a perfect match!
👉🏻 Responsibilities:
Taking care of your own portfolio of clients, mostly based in the US — keeping them active, happy, and successful
Welcoming new customers and guiding them through onboarding (including online training sessions)
Spotting opportunities for upselling and growing your accounts
Winning back churned customers with smart and empathetic outreach
Extending current contracts and keeping relationships strong
Monitoring user activity in Prowly to ensure engagement and satisfaction
Keeping retention high and support proactive
Taking initiative on the internal projects and processes, influence them and make an impact
Who we are looking for
At least 1+ year of proven experience in Customer Success Team
Good understanding of CSM processes
Fluent spoken and written English and Polish (C1 level minimum)
A genuine interest in growing within customer success (think: analytics, customer growth, advanced support or sales)
Experience with SaaS products and the dynamics of a subscription-based business
Familiarity with CRM tools like HubSpot or Salesforce
Strong and assertive communication skills with natural empathy when interacting with clients, balancing the needs of the clients and the business
We will try to create all the right conditions for you to work and rest comfortably
Unlimited PTO
Flexible working hours
Inter Polska Health Insurance and Life Insurance co-financing
Worksmile Cafeteria Program (available after 2 months of employment), including co-financing for the Multisport card
Mental health support–private therapy sessions (in Polish and English)
B2B contract is also an option
Employee Referral Program
Buddy Program
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!
At Semrush, we take a serious and comprehensive approach to hiring new people. We welcome those who are professionals in their field and passionate about their work to join our team.
A “five-minute interview” or “get a job in three clicks” approach is not the way we work.
During the interview, we ask candidates to talk about themselves and their background in detail. We try to discover the most important aspects about the way someone works and their personality before a job offer is made.
Once the resume is received it will be reviewed by a member of the Talent Acquisition team. We try to provide feedback within three working days.
Flexible approach for an interview format
In order for the online meetings to be productive, we suggest following these tips to make sure you are set up well:
- Join the interview from a laptop or desktop computer (not a smartphone). You may need to print something or present your screen during the interview.
- Please turn on your camera. Visual communication is especially important for us.
- Choose a quiet place to talk. Attending an interview from the street is not a good idea.
- Keep your phone at hand in case there are technical issues that mean we have to continue the interview by direct call.
Customer Success
At Semrush, the Customer Success team is on a mission: to help every customer unlock the full potential of our products from the very start. Whether it's onboarding, retention, or reducing churn–colleagues are here to make every touchpoint as smooth as possible.
The direction includes several dedicated teams, all focused on two key pillars:
Customer Support. Here is the first line of help–handling chats, calls, and emails. From billing questions to product assistance, specialists got it covered!
Customer Success. The Account Managers play the long game. They guide customers through onboarding, build lasting relationships, drive renewals, and boost revenue. Working closely with Sales, they ensure our customers succeed throughout their entire journey with Semrush.
All of this comes together in a truly global team, offering support across multiple time zones and in 8+ languages. No matter where our customers are, help is never far away!