Senior Director of Customer Engagement and Activation (Retention Division)

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.

Customer Engagement Strategy

• Develop and implement a comprehensive customer engagement strategy across all customer segments, ensuring alignment with company objectives and growth initiatives

• Lead advanced data analytics initiatives to extract actionable insights that guide key decision-making processes, ensuring a customer-centric approach is embedded in the company's overall growth strategy

• Develop the enablement roadmap for key technology, training, operational processes, and reporting needs to maximize productivity and success for the team

• Create executive-level storytelling presentations, simplifying complex findings and concepts to drive action and informed decision-making across the leadership team

• Leverage all actionable insights and data to inform customer success strategies and share findings across different business areas to drive alignment and enhance performance

• Drive global programs, customer advocacy, and scaled customer success initiatives to enhance customer retention and satisfaction, ensuring a consistent and seamless customer experience

• Customer Engagement Framework:

• Design a sophisticated customer engagement framework that empowers CSMs and customer success teams to deliver incremental value throughout the customer journey via tailored playbooks and workflows

• Lead the development of detailed customer journey maps that identify critical touchpoints, moments of truth, points of friction, and uncover additional opportunities to increase engagement and retention

• Leverage customer behavior and retention data to prioritize opportunities that help drive engagement and retention

• Play a critical role in shaping the strategy for all customer interactions, engagement, and lifecycle management to create impactful and positive customer outcomes

Operational Excellence

• Hire, lead, and develop a high-performing cross-functional team to support Semrush's next phase of growth, fostering a culture of collaboration, innovation, and measurable results

• Partner with Sales, Marketing, Product, and other teams to optimize the customer experience, ensuring alignment and collaboration across all functions to drive operational excellence

• Champion continuous process improvements, cost optimizations, and operational efficiencies to enhance overall customer experience, in collaboration with the Customer Operations team

• Manage the end-to-end lifecycle of strategic initiatives, including research, business case development, program design, and stakeholder engagement, to drive impactful customer engagement strategies

• Are autonomous, strategic, and data-driven. You can independently develop and execute customer engagement strategies that align with business goals and deliver measurable impact

• Are passionate about delivering exceptional customer experiences and enjoy fostering a positive, collaborative work environment

• Have a strong bias toward action. You're ready to tackle challenges and champion innovative, scalable solutions that drive continuous improvement

• Are an exceptional communicator and team leader. You thrive in environments where cross-functional alignment and stakeholder management are essential to success

• Experience

• 10+ years of experience in customer-related roles (Customer Success, Sales, Services), with at least 5 years in B2B XaaS environments. Proven track record of driving customer retention and engagement

• At least 5 years as a people leader, preferably managing Customer Success teams

• Strong understanding of XaaS business models, customer lifecycle management, and best practices in managing scaled customer success programs. Experience with digital engagement approaches (e. G. , Digital Customer Success/tech touch, pooled customer success approaches) is essential

• Experience developing and implementing tools and mechanisms for CSM enablement

• Expertise in strategic planning, program management, and process optimization with demonstrable achievements in improving customer engagement and retention

• Experience in influencing senior leadership teams, driving cross-functional collaboration, and aligning customer success strategies with company-wide objectives

Skills & Other

• Strong analytical skills with the ability to turn customer insights and data into actionable business strategies that result in measurable customer success outcomes

• Excellent verbal and written communication skills, with a strong ability to articulate and communicate strategies and plans to diverse audiences, including senior executives

• Exceptional problem-solving skills, with the ability to analyze complex technical and operational issues and develop effective solutions

• Ability to travel, US and internationally as needed - up to 30%

• 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

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

Will lead a multidisciplinary team responsible for driving customer retention and engagement, and fostering growth across all markets/segments. This individual will design and implement high-impact customer engagement strategies, enhance customer experience delivery, and enable cross-functional collaboration to support Semrush's long-term growth. This role requires an innovative yet pragmatic leader who can leverage data-driven insights to create scalable, customer-centric programs that foster long-term success across all customer segments. You will play a pivotal role in driving operational excellence while aligning customer success initiatives with Semrush's overall business objectives.

• Work format REMOTE: This offer is for a remote work format. However, you are always welcome in our offices for work or fun.

• 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

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 new colleague, we are waiting for you!
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.