Customer Success Manager

• 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.
• Build and nurture strong relationships with key stakeholders, including marketing operations teams & marketing leaders.
• Be their trusted advisor, offering strategic recommendations on how to leverage Semrush for maximum impact.
• Conduct regular business reviews with Key Accounts in your portfolio to demonstrate how Semrush tools are delivering ROI.
• Offer customized strategies and insights to help customers meet their specific business goals, in addition to discussing new, relevant products and solutions.
• 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.
• 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.
• 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.

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