Head of Customer Success, Support Ops

Semrush

Head of Customer Success and Support at Semrush, a brand visibility platform. Leading customer success operations across direct, channel, and Data-as-a-Service while driving renewals and retention strategies.

Posted 8/1/2026full-timeRemote • California, Maryland, Massachusetts, Texas, Washington • 🇺🇸 United StatesLead💰 $320,000 - $365,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success, Renewals, and Data-as-a-Service, with a focus on onboarding, adoption, and retention strategies. Proven ability to engage with enterprise customers and manage complex stakeholder relationships while driving revenue growth and operational excellence.

Highest-signal resume keywords

Customer Success ManagementRetention and Renewals StrategyExecutive EngagementData-as-a-Service ScalingOperational Discipline

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Onboarding Standards DevelopmentForecasting and ReportingCustomer Health MonitoringValue RealizationComplex Stakeholder Management

Soft Skills

Clear CommunicationExecutive PresenceCommercial Judgment

Industry Keywords

Data SolutionsChannel Route-to-MarketEnterprise Customer FluencyStrategic Business ReviewsMarketing Technology

About the role

Key responsibilities & impact

Run Customer Success, Professional Services and Renewals globally across direct, channel, and Data-as-a-Service.
Accountable for onboarding, adoption, value realization, renewals, retention, and growth across all sales-assigned segments.
Turn world-class product capability into adoption, retention, and long-term customer value.
Build the channel route-to-market customer success motion from the ground up.
Scale Data-as-a-Service and deliver a globally consistent customer operating model.
Define coverage by motion, segment, region, account tier, and complexity.
Install consistent operating rhythms across onboarding, customer health, adoption, renewal forecasting, and executive engagement.
Build onboarding standards by motion, segment, and product.
Run the global renewals motion across direct, channel, and DaaS, improving gross revenue retention and forecast accuracy.
Create structured feedback loops back into Product, Enablement, Sales, and Support.

Requirements

What you’ll need

Proven ownership of retention, renewals, adoption, and post-sale revenue outcomes
Experience across more than one motion (direct, channel, or data solutions)
Enterprise customer fluency: executive engagement, complex stakeholders, global accounts, strategic business reviews
Deep product orientation, with comfort going below the surface into workflows, use cases, and adoption barriers
Strong commercial judgment balancing customer advocacy, retention, expansion, and revenue accountability
Operating discipline across scorecards, forecasting, inspection cadence, and executive reporting
Clear communication and executive presence; able to simplify complexity across teams, customers, and regions
Preferred background: SEO, AI visibility, brand visibility, content, competitive intelligence, or broader marketing technology.
Acquisition integration, enterprise upmarket motion, or scaling a CS function through rapid growth.

Benefits

Comp & perks

Life insurance
Low cost medical, dental, and vision plans
Accidental death and dismemberment (AD&D) insurance
Dependent Care Savings Accounts and Flexible Spending Accounts
Health Savings Account
Short-term and long-term Disability
Employee Assistance Program
Employee Resource Groups
Paid parental leave
Relief Fund
Travel coverage