Middle Market Customer Success Manager (Global Customer Success Retention)
Customer Success location_on Spain
Hi there
We are Semrush, a global tech company developing our own product – a platform for digital marketers.
Are you ready to be part of it? This is your chance We're hiring for the role of Middle Market Customer Success Manager (Global Customer Success Retention).
Responsibilities
1. Renewals & Retention: Drive high customer retention and renewal rates by managing your renewal pipeline and ensuring customers see ongoing value. Collaborate with account teams to identify upsell and cross-sell opportunities. Lead contract renewals and negotiations.
2. Relationship Management: Build and nurture strong relationships with key stakeholders, serving as a trusted advisor and offering strategic recommendations on leveraging Semrush for maximum impact.
3. Renewal Pipeline Management: Manage a pipeline of high-growth potential customers to ensure retention, focusing on TCV and long-term partnerships.
4. Drive Customer Value: Understand customer workflows and link them to business value, ensuring they recognize how features support their marketing objectives.
5. Customer Advocacy: Act as the voice of the customer, advocating for improvements based on feedback and staying informed on customer objectives and industry trends.
6. Onboarding & Implementation: Execute onboarding for new customers, simplifying processes and providing insights at each touchpoint.
7. Identify Growth Opportunities: Evaluate customer needs regularly and collaborate with Sales & Marketing for expansion and upgrades.
Candidate Profile
1. 3-5+ years in Customer Success, Account Management, or related roles, especially with enterprise clients in MarTech or SaaS.
2. Strong pipeline management skills with a proven track record of early renewals.
3. Excellent relationship-building skills across various seniority levels.
4. Experience linking customer processes to results, focusing on renewal success against quotas.
5. Excellent communication skills, able to explain complex concepts to technical and non-technical audiences.
6. Basic understanding of digital marketing technologies like SEO, SEM, analytics, CRM, and automation.
7. Experience in upselling and generating qualified leads.
8. Ability to navigate ambiguity and adapt to a changing global environment.
9. Experience with international companies is a plus.
We share values of Trust, Ownership, and Enthusiasm for Constant Change. Our benefits include unlimited PTO, flexible hobbies benefits, employee support programs, family aid, resource groups, office perks, team building, training, and gifts.
About Semrush
Semrush is a leading SaaS platform for online visibility management, serving over 10 million users worldwide. We went public on NYSE in 2021. Our team is over 1,700 strong and growing.
Diversity & Inclusion
We are committed to equal opportunity and fostering an inclusive environment. We welcome applicants from all backgrounds and encourage you to apply even if you don't meet all requirements
We look forward to your application
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