Customer Success Manager, MidMarket, German Speaker (Strategic Customer Success Team)

Customer Success Manager, MidMarket, German Speaker (Strategic Customer Success Team)

Customer Success United Kingdom

Semrush is a brand visibility platform empowering marketers to command their online presence and create measurable impact.

About the role

Renewals & Retention: Drive high customer retention and renewal rates by closely managing your renewal pipeline and ensuring customers see ongoing value. Work closely with account teams to identify upsell and cross-sell opportunities. Work with the Marketing team to identify effective messaging for smaller accounts in your book with an eye on growing them. Lead efforts in contract renewals and negotiations.

Relationship Management: Build and nurture strong relationships with key stakeholders, with an emphasis on deepening the overall contact list. Be their trusted advisor, offering strategic recommendations on how to leverage Semrush for maximum impact.

Renewal Pipeline Management: Manage a meaningful pipeline of critical high-growth potential customers to ensure optimal retention rates. Emphasize TCV and long-term partnership with a focus on delivering unique customer experiences and value.

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.

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: Execute consistent & efficient onboarding for new customers while simplifying the process where possible. Deliver unique insights at each customer touch point to advance the Semrush mission of enhancing the marketing acumen of all customers.

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 you

Move together. Raise the bar. Learn fast—grow faster. That’s the default. And here’s what else is needed to succeed in this role:

Required Qualifications

• 3-5+ 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.
• Strong pipeline management skills, allowing you to easily deliver renewals ahead of schedule.
• Proven track record of building strong relationships with different levels of seniority.
• Proven experience in relationship management, ensuring customers see clear connections between their processes and the results Semrush delivers.
• Ability to deliver strong renewal results against a quota. Familiarity with managing Books of Business against ARR targets.
• Strong communication skills, both verbal and written, with an ability to articulate complex concepts to both technical and non-technical audiences.
• General understanding of digital marketing technologies such as SEO, SEM, content marketing, analytics, CRM, and marketing automation.
• Experience with upselling customers and generating qualified leads.

Preferred Qualifications

• Ability to navigate ambiguity and complexity, and adapt in a rapidly changing global business environment.
• Experience with international companies is a plus.

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.

About the perks

• Unlimited PTO
• Hobby & team building budget allowance
• Employee Support Program
• Loss of family member financial aid
• Employee Resource Groups

About 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.

Semrush is an equal opportunity employer.

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