Customer Success Manager, Retention (Americas Customer Success Retention Team)

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, Retentionrole for those who can find a common language with anyone in the world.

• Successfully build relationships with customers, as the Semrush first point of contact, discussing business strategies and areas of difficulty and educating them on specific products and services that would provide value and support their goals.

• Responsible for the Onboarding, Retention & Engagement of these new-to-Semrush users.

• Enroll users into engaging outreach strategies via calling, emailing, text messaging and LinkedIn.

• Deliver bespoke 1:1 onboarding training sessions, with new users.

• Understand their digital marketing needs and goals.

• Demonstrate relevant workflows, within the Semrush tool, to help them achieve these goals.

• Serve as a product expert, advising users on common workflows, which tools to use and why (Value Based Selling).

• Act as an extension of your customers' business, ensuring their engagement and usage of the tool is as high as possible.

• Achieve a high number of retained customers, within these 1st 90 days and beyond, by promoting tool usage and the value the tool is bringing to the customer and their business.

• Leveraging technology, where possible, to ensure most manual work is invested in customer training and engagement.

• Uncover expansion opportunities for the sales team.

• Understanding customers needs / goals and then tailoring recommendations to these needs / goals, regardless of the users subscription level.

• Collaborate with the Account Executives to ensure as many expansion opportunities, as possible, are closed.

• Meet and exceed key performance indicators such as, Demos delivered, User Retention, Outbound Activity, Expansion $ and Retained Revenue.

• Work collaboratively with Pre-Sales and Education teams to always be informed of new tools, workflows and platform updates.

• Drive efficiencies in processes by creating customized workflows and toolkits to provide coaching to clients.

• Analyze client results and performance and uphold a service-first approach to achieve collective goals and exceed client expectations.

• Be a "Team Player" and share with peers new workflows and strategies that have been successful for you, plus leaning on peers so that the whole team succeeds.

• Associate's or Bachelor's degree

• 2+ years of experience in a sales (or phone sales), business development role, a customer account, support role or marketing role

• Excellent written and verbal communication skills

• Technically savvy and adaptable in a constantly changing environment. Ability to quickly master new technology

• Desire to continuously grow and develop skills

• Self-motivated, outgoing, and ability to meet deadlines and achieve results

• Strong enthusiasm and positivity along with a commitment to creating excellent experiences

• Ability to work collaboratively within a team environment

• Languages: English

• Interest in digital marketing

• 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

• This offer stands for the "hybrid" work format: some days, you work from the office, and some #wfh. Trust us, it's an efficient way of work. Proven!

• 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.

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.