Strategic Customer Success Manager

4 weeks ago


ireland Semrush Full time
Strategic Customer Success Manager (Global Customer Success Retention)

Customer Success location_on Ireland

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 Strategic Customer Success Manager role for those who can find a common language with anyone in the world.

Responsibilities
  • Strategic Account Management: Build and nurture strong relationships with key stakeholders, including marketing operations teams & senior marketing executives. Be their trusted advisor, offering strategic recommendations on how to leverage Semrush for maximum impact.
  • Renewals & Retention: Drive high customer retention and renewal rates by ensuring customers see ongoing value. Work closely with account teams to identify upsell and cross-sell opportunities. Lead efforts in contract renewals and negotiations.
  • Drive Customer Value: Collaborate closely with different customer stakeholders to understand 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.
  • Quarterly Business Reviews: Conduct regular business reviews 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.
  • Create & Execute Onboarding, Implementation, & Success Plans: Develop detailed, customized onboarding and implementation plans tailored to the customer’s specific needs and business objectives. Ensure timely and efficient execution of these plans by coordinating with cross-functional teams and managing resources effectively, focusing on driving time to value and ensuring the customer sees immediate impact.
  • Identify Growth Opportunities: Consistently evaluate your customer’s unique needs and identify opportunities for Semrush tools to meet them. Collaborate closely with Sales & Marketing to create expansion opportunities & product/platform upgrades.
About 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 client 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 CS teams work globally and provide support in different time zones and in more than 8 different languages.

#J-18808-Ljbffr

  • Ireland FRS Recruitment Full time

    The Role My client, a service provider within the non-profit sector is seeking an experienced Customer Success Manager to join their team. This is a full-time, permanent, remote position with monthly travel required. As the Customer Success Manager, you will be responsible for supporting and growing fundraising initiatives by working closely with...


  • ireland Poppulo Full time

    Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company?At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid...


  • ireland Progress Software Corporation Full time

    We are Progress (Nasdaq: PRGS) - an experienced, trusted provider of products designed with customers in mind so they can develop the applications they need, deploy where and how they want, and manage it all safely and securely.We’re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives...


  • ireland Inspectorio Full time

    Principal Customer Success Solutions ConsultantAbout InspectorioInspectorio is the leading AI-powered supply chain platform optimizing performance, building resilience, and providing intelligence across production chains for global brands, retailers, and their multi-tier suppliers.Our innovative platform seamlessly connects and digitizes supply chain...


  • skibbereen, waterford city metropolitan district, ireland Cyara Full time

    Get AI-powered advice on this job and more exclusive features.Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot...


  • skibbereen, waterford city metropolitan district, ireland Cyara Full time

    Get AI-powered advice on this job and more exclusive features.Cyara is the world's leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot...


  • Ireland Respond Full time

    Respond is a leading Approved Housing Body and a service provider working across Ireland for over 40 years. We are growing rapidly in response to the housing crisis and are now looking for the right person who has the passion and skills to help us realise our vision.Our vision is that every family and individual in Ireland will have high-quality housing as...


  • Ireland Mazars Chartered Accountants Full time

    About the Opportunity:The Senior Vice-President, Academic at South East Technological University (SETU) presents a unique opportunity to lead the institution's academic strategy and contribute to its growth and development. This role requires a highly experienced and accomplished academic leader who can drive the development of the university's academic...


  • Ireland Mazars Chartered Accountants Full time

    About UsAt South East Technological University (SETU), we are committed to becoming a top young global university, delivering world-class research, and elevating the south east as a hub of excellence.We offer an exciting opportunity for an experienced leader to join our team as Senior Vice-President, Academic. The successful candidate will have a proven...


  • ireland Twilio Full time

    Remote - Ireland · Remote - United KingdomSee yourself at TwilioJoin the team as Twilio’s next Senior Strategic Sales Account ExecutiveWho we areAt Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to...


  • Ireland Pobal Full time

    **Job Description**We are seeking a Senior Programme Development Manager to lead our national team in driving strategic developments and projects in our organisation.The successful candidate will be responsible for leading the application of evidence-based methodologies on quality improvement, inclusive practice and professional development within our...


  • ireland ServisBOT Inc. Full time

    If you must spend 40 hours a week working, you want to make sure you’re working with pretty fantastic people doing some pretty amazing things. That’s why at ServisBOT we seek team players that are self -starters, uncompromisingly resourceful and extraordinarily passionate about technology and improving customer experience. If this sounds like you, we...


  • ireland Cytokinetics Full time

    Executive Director Strategic Project LeaderJoin to apply for the Executive Director Strategic Project Leader role at Cytokinetics.Cytokinetics is a late-stage, specialty cardiovascular biopharmaceutical company focused on discovering, developing, and commercializing first-in-class muscle activators and next-in-class muscle inhibitors as potential treatments...

  • Engagement Manager

    4 weeks ago


    ireland PARETO SECURITIES AS Full time

    As Engagement Manager you are crucial for building strong relationships with our dedicated customers. Anticipate a challenging role with one of Aeven’s strategic clients, backed by a strong team of experts.You'll have the chance to gain exposure across the organization and seize opportunities for both personal and professional development. At Aeven, we...


  • Ireland Pobal Full time

    **Key Responsibilities**Pobal is seeking a National Team Lead to lead our national team in driving strategic developments and projects in our organisation.The successful candidate will be responsible for leading the application of evidence-based methodologies on quality improvement, inclusive practice and professional development within our sector.Key...


  • ireland HubSpot Full time

    POS-27587CS Strategy and Operations ManagerThe HubSpot Customer Success Strategy and Operations (CSSO) team is looking for a Global Manager, Contract Management Strategy & Operations to join our team. We are a group of analytical professionals looking to drive operational excellence and strategic decision making across HubSpot’s Customer Success...


  • Ireland Pobal Full time

    **Job Overview**Pobal is seeking a highly experienced and skilled National Team Lead to drive strategic developments and projects in our organisation.The successful candidate will be responsible for leading the application of evidence-based methodologies on quality improvement, inclusive practice and professional development within our sector.Key...


  • ireland Tesco Ireland Full time

    About the roleTesco is a values-led business and we are committed to building a better Tesco and to support our colleagues in Serving Ireland’s Shoppers a Little Better Everyday. We aspire to create an emotional connection with our customers and colleagues and to help to make their lives more manageable and enjoyable. Tesco Ireland is committed to...

  • Key Account Manager

    3 weeks ago


    ireland Collins McNicholas Recruitment & HR Services Group Full time

    Direct message the job poster from Collins McNicholas Recruitment & HR Services GroupPrincipal Recruitment Consultant at Collins McNicholas Recruitment & HR Services GroupWe have an exciting Key Account Manager opportunity for you to join an award-winning progressive Multinational Pharmaceutical Company in Ireland.It is the primary responsibility of the Key...


  • Ireland Pobal Full time

    Job Details Role Requirements Role Requirement 1 Strategic Planning, Service Management and Reporting The National Team Lead will lead on the application of evidence-based methodologies on quality improvement, inclusive practice and professional development within a professionalised ELC and SAC sector Develop and implement strategic plans to enhance quality,...