Product Success Manager (Strategic Customer Success)
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 Product Success Manager role for those who can find a common language with anyone in the world.
Tasks in the role
- Relationship Building: Build and nurture strong relationships with key stakeholders, including senior marketing executives, marketing operations teams, tech- and SEO teams. Be their trusted advisor, offering strategic recommendations on how to leverage Semrush for maximum impact
- Best-In-Class Service and Renewal Support: Support Strategic CSM in renewal and expansion strategy and process by delivering best-in-class service.
- Drive Customer Value: Collaborate closely with different customer stakeholders to create and link key workflows within their marketing operations to the business value Semrush drives. Ensure customers understand how specific features and tools directly enhance their marketing objectives and performance
- Executive Business Reviews: Conduct regular business reviews together with Strategic CSM to demonstrate how Semrush tools are delivering ROI. Offer customized strategies and insights to help customers meet their specific business goals, in addition to discussing new, relevant products and solutions
- Customer Advocacy: Act as the voice of the customer within Semrush, advocating for any improvements or enhancements based on customer needs and feedback. Stay informed about customer strategic objectives, relevant market conditions in the customers’ industry, and competitive intelligence to identify opportunities and threats.
- Deliver Best In Class Onboarding & Implementation: Develop detailed, customized onboarding and implementation plans tailored to the customer’s specific needs and business objectives. Deliver unique insights at each customer touch point to advance the Semrush mission of enhancing the marketing acumen of all customers
- Collaborative Problem Solving: Partner with internal teams (Strategic Customer Success Product, Sales, Support) to solve complex customer challenges. Performance Tracking & Reporting: Use data to provide actionable insights and track performance against KPIs. Present detailed reports and strategic recommendations to key customer stakeholders
Who we are looking for
- 2-4+ years of experience in Customer Success, Account Management, or a related role, with a focus on enterprise customers, preferably in the MarTech or SaaS space
- Experience with enterprise-level marketing or SEO platforms
- Proven track record of building strong relationships with different levels of seniority
- Excellent problem-solving skills with the ability to provide tailored solutions to meet enterprise customers’ needs
- Strong communication skills, both verbal and written, with an ability to articulate complex concepts to both technical and non-technical audiences
- Basic understanding of digital marketing technologies such as SEO, SEM, content marketing, analytics, CRM, and marketing automation
- Ability to use customer data to provide insights and drive decision-making
Not required, but a plus
- Strong project management skills with the ability to manage multiple projects and initiatives for large enterprise customers
- Ability to navigate ambiguity and complexity, and adapt in a rapidly changing global business environment
- 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
- This offer stands for the “hybrid” work format: some days, you work from the office, and some #wfh.
- Flexible working day start
- Unlimited PTO
- Hobby benefit
- Corporate events
- 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 G2s 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.
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
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.
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.