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.
This is our role Manager, Enterprise Customer Success Team EMEA for those who can find a common language with anyone in the world.

WHO WE ARE LOOKING FOR

• Bachelor’s Degree in Business Administration, Marketing, or a related field is Required
• MBA strongly preferred
• Minimum of 5 years of experience leading customer-facing Enterprise customer success managers or client relationship management teams, with quarterly goals, in a globally distributed environment, within a SaaS or technology-driven, high growth organization
• 5+ years of experience as a customer-facing CSM, account manager or client relationship manager, interacting with Enterprise-level organizations
• Proven success in scaling customer success functions to support enterprise clients across various international geographies
• Rigorous performance management skills, including coaching, feedback, and individual professional development
• Strong leadership skills, with the ability to inspire and guide highly experienced, high-performing CSMs across diverse geographies and drive goal attainment
• Exceptional cross-functional communication and collaboration skills, with experience working closely with senior leadership across Sales, Product, and Marketing
• Analytical and strategic mindset, with a proven ability to leverage data to drive insights and optimize global customer success initiatives
• Ability to navigate ambiguity and complexity, and adapt in a rapidly changing global business environment
• Ability to travel as needed, including international

• Customer Retention & Renewals: Develop the renewal strategy and implement process and tactics to deliver high retention rates, including implementing success planning to move away from the reactive motion. Deliver actionable strategies to drive long term-retention
• Team Leadership & Development: Recruit, lead, develop and mentor a team of high-performing senior enterprise CSMs, fostering a high-performance culture and ensuring optimal cross-functional collaboration with sales. Lead your team through a fast-evolving environment, providing clarity, direction, and consistency in the delivery of customer success strategies across different regions
• Create, Maintain, and Exemplify a Performance Driven Culture: Create, Maintain, and Exemplify a Performance Driven Culture: Leverage various sources of performance data to prepare and present regular reports and presentations for senior leadership on Enterprise Customer Success’s performance, forecasts, and other key metrics, with key goals around churn mitigation and renewal management
• Global Strategic Leadership: Shape and implement the strategy for the global strategic customer success team, ensuring alignment with division and company goals and addressing the needs of enterprise clients around the globe
• Cross-functional Collaboration: Collaborate closely with Sales, Product, and Marketing teams to align customer success initiatives with company growth strategies. Work closely with sales teams to ensure that any expansion opportunities are well-supported and customers experience a seamless transition
• Enterprise Growth & Engagement: Guide your team in identifying opportunities for account expansion by fostering deep, value-driven relationships with enterprise clients, generating qualified expansion leads
• Process Optimization Across Regions: Drive continuous improvement of customer success processes to meet the needs of a global enterprise client base, ensuring operational excellence. Ensure that handoff processes from customer success to sales and vice versa are streamlined and effective
• Customer Advocacy: Act as a key advocate for global enterprise customers, ensuring their feedback informs product development and service enhancements. Stay informed about customer strategic objectives, relevant market conditions in the customers’ industry, and competitive intelligence to identify opportunities and threats. Manage and own senior level escalations and develop clear communication pathways to internal and external senior management