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Customer Success Manager, Enterprise Solution SEO (Global CSM Enterprise Team)

Customer SuccessPA, United States

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 Customer Success Manager, Enterprise Solution SEO role for those who are goal and success-oriented.

Tasks in the role

  • Acting as a “Player / Coach”; Using your diverse SEO / Digital Marketing and Commercial experience to help the whole EntSol team develop the most effective processes and workflows for Onboarding, Customer Adoption, Account Activation, and QBRs.
  • Discovering the business & SEO goals of your customers to build out a business plan, including goals, timelines, benchmarks, and measures of success.
  • Preparing and delivering Quarterly Business Reviews (QBRs) with customers based on the goals identified during the discovery.
  • Training your customers on relevant Semrush workflows so that they can achieve those goals.
  • Performing regularly scheduled meetings with key stakeholders to ensure customer goals are being met.
  • Identifying commonalities in tasks, processes, and workflows.
  • Developing engaging and helpful content (such as help articles, blogs, and videos) for our EntSol customers to help them “self-service” common tasks, processes, and workflows.
  • Acting as an extension of your customer’s business; offering your own insights and recommendations based on extensive research into the customer’s business, your knowledge of SEO, and their engagement within our platform.
  • Proactive relationship management with accounts to maintain overall customer health.
  • Monitoring and reporting on the health and risk of assigned accounts using sophisticated processes/tools.
  • Collaborating closely with the Sales and Product departments, both during the acquisition of new customers and throughout their time with Semrush.
  • Maintaining a deep understanding of Semrush’s suite of products and also the wider SEO world.
  • Providing dedicated technical and product support.
  • Actively participating in team projects and Semrush experiments that might result in new processes.
  • Acting as a conduit between the customer and our product team to help with the continued development of our products, leveraging customer feedback and use cases.

Who we are looking for

  • 5+ years of experience in the SEO and/or Digital Marketing field with 3+ years of agency experience.
  • Extensive Technical SEO and/or Digital Marketing knowledge and ability to deliver in-depth technical recommendations to customers.
  • Hands-on experience in building SEO strategies, including keyword research, competitor analysis, and technical auditing.
  • Knowledge of Google Search Console, Google Ads, and Google Analytics.
  • Ability to identify customer goals and then demonstrate bespoke workflows for the customer to help them achieve these goals
  • Experience in preparing and delivering in-depth QBRs.
  • Solid understanding of Customer Success best practices and customer-oriented personality.
  • Ability to learn software programs.
  • Creative and analytical thinker with strong problem-solving skills
  • Exceptional verbal and written communication skills with the ability to communicate effectively at all levels.

They say there are no perfect candidates, but that might well be you, if

  • You’re a “Player / Coach,” both directly managing your own customers and also offering your support and expertise to the rest of the Enterprise Solutions CSM team.
  • You have deep customer empathy and find fulfillment in helping customers reach their goals,
  • You enjoy working with people and are driven to provide an excellent customer experience.
  • You pride yourself on going above and beyond for teammates and customers.
  • You are ready to be autonomous and proactive.
  • You share our common values: Trust, because we prefer to speak up and be our true selves; Sense of Ownership, because it’s not worth wasting time on something you don’t believe in; and enthusiasm for Constant Changes, because we are always looking to make things better.

A bit about the team

You can get to know the team better at one of the interviews, but some brief information about future colleagues will be useful now.

Our Enterprise Solution team is responsible for the full lifecycle of our Semrush enterprise clients; they develop bespoke solutions for some of our largest customers and promote customer adoption and account activation, all through strong customer relationships that promote retention, program expansion, and loyalty. Our main goals are to ensure that we have the solution and support services in place to help our enterprise clients achieve their most complex goals.

We will try to create all the right conditions for you to work and rest comfortably

  • Work format Choice: It’s up to you to decide what work format works best for you. You can #wfo, #wfh, or mix both.
  • Low-cost medical, dental, and vision plans.
  • Dependent Care Savings Accounts and Flexible Spending Accounts.
  • Employee Assistance Program.
  • 401(k) plan with flexible ways to save and fully vested employer match up to 4%
  • Unlimited PTO.
  • Paid parental leave.
  • Short-term and Long-term Disability.
  • Accidental death and dismemberment (AD&D) insurance, Life Insurance.
  • Travel Insurance.
  • Corporate Events.
  • Snacks, coffee, tea.

Finally, a little more about our company

We’ve been developing our product for 15 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 1,000 people around the world are working on its development. The Semrush team is constantly growing.
Semrush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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. All employment decisions are based on business needs, job requirements, merit, and individual qualifications.

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.

Up to 3 days

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

We’re flexible and open for both online interviews and personal meetings at the offices. Choose the option that’s most suitable for you!

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.

Good luck!

Customer Success

The Customer Success (CS) team at Semrush is there to show the true value of our products to the customers. It is called “success” for a reason. We wanted to emphasize every team member’s objective: to ensure that our clients benefit the most from Semrush services and that the product helps them in achieving their targets.

Customer Success Manager, Enterprise Solution SEO (Global CSM Enterprise Team)

Daily duties of these colleagues include responding to сlient questions (via email, phone, and online chat), conducting webinars, and product presentations. In addition, they collect feedback and share it with the teams. This way, we can make sure we release our platform updates promptly and efficiently.

The department consists of multiple teams. The CSM team works closer with our premium customers to deliver service with a personalized approach. The QA team makes sure that colleagues provide the right information at the right time to Semrush users. The CS Operations & Projects team is focused on innovation and making sure that our customers like the way we deliver our strategy. We take customer care seriously!

Our СS teams work globally and provide support in different time zones and in more than 8 different languages.

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