Customer Success Manager, Enterprise (Brazil and US Markets)Customer Success location_on PA, United StatesHi 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 CSM Enterprise: Brazil and US Markets role for those who can find a common language with anyone in the world. For this role, we are looking for an experienced Customer Success Manager to manage a book of business of large Enterprise customers and help them utilize the Semrush platform to achieve the best ROI and realize their business goals.Onboarding and Enablement: Lead onboarding of new Enterprise customers, ensuring a seamless introduction to Semrush products and services.Strategic Account Planning: Working in partnership with the account's key stakeholders and Semrush Sales dept., create in-depth account plans which show a clear roadmap to how the customer will achieve their goals.Customer Value Realization: By understanding the customers' goals, the CSM will demonstrate how specific workflows will help achieve these goals and minimize time to value for the customer.Retention and Renewal Management: Drive high customer retention and renewal rates by ensuring clients see ongoing value. Responsible for the negotiation and execution of high-value annual/multi-year contracts.Collaborative Problem Solving: Partner with internal teams (Product, Sales, Support) to solve complex customer challenges. Act as the voice of the customer within Semrush, advocating for any improvements or enhancements based on customer needs and feedback.Customer Relationship Management: Stay ahead of customer needs by proactively identifying challenges, recommending solutions, and addressing potential roadblocks. Regularly engage with customers to ensure ongoing satisfaction and continuous improvement.Owning The Revenue: Even if a customer cancels, you take full responsibility and ownership of the revenue, working with other teams to help drive initiatives to increase the number of returning accounts.Executive Business Reviews: Create and deliver in-depth EBRs, which demonstrate value and progress towards goals, in addition to leveraging to identify growth opportunities.Identifying Growth Opportunities: Owning the book of business and being able to identify key areas of growth within the customer's portfolio. Partnering with Sales to close these opportunities.Semrush & SEO Mastery: Demonstrate expert-level knowledge of the Semrush platform and SEO best practices, using this expertise to conduct tailored technical training sessions and support complex customer workflows.
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