Customer Success Manager, Enterprise, German Speaking (Strategic Customer Success Team)

SEMrush; United Kingdom; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global Tech company in the United Kingdom is seeking a Customer Success Manager to support enterprise clients. The role involves driving customer retention, managing renewals, and fostering relationships with stakeholders. Candidates should have over 4 years of experience in Customer Success or Account Management, particularly with enterprise customers. Excellent problem-solving and communication skills are a must. This position offers flexibility and various employee benefits.

Benefits

Flexible working hours

Unlimited PTO

Flexi Benefit for your hobby

Employee Support Program

Loss of family member financial aid

Meals, snacks, and drinks at the office

Corporate events

Training, courses, conferences

Qualifications

• 4-6+ years of experience in Customer Success, Account Management, or related roles.
• Strong pipeline management skills to deliver renewals ahead of schedule.
• Proven track record of building relationships with different seniorities.
• Excellent problem-solving skills providing tailored solutions for enterprise customers.
• Strong communication skills to articulate complex concepts.

Responsibilities

• Drive high customer retention and renewal rates managing renewal pipeline.
• Build and nurture relationships with key stakeholders in marketing.
• Conduct regular business reviews with key accounts.
• Collaborate to understand customer workflows linked to business value.
• Advocate for customer needs internally and stay informed about industry conditions.
• Execute consistent onboarding for new customers.

Skills

Customer Success management

Account Management

Pipeline management

Problem-solving skills

Communication skills

Understanding of digital marketing technologies

Upselling

Education

4-6+ years of experience in Customer Success or related roles

Job description

Overview

Customer Success Manager, Enterprise, German Speaking (Strategic Customer Success Team) — Semrush. Location: United Kingdom. We are Semrush, a global Tech company developing our own product – a platform for digital marketers. We are hiring for Customer Success Manager, Enterprise, German Speaking (Strategic Customer Success Team).

Hi there!

We are Semrush, a global Tech company developing our own product – a platform for digital marketers. Are you ready to be a part of it? This is your chance!

Responsibilities

• 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 with an eye on growing them. Lead efforts in contract renewals and negotiations.

• Account Management: 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.

• Key Account Business Reviews: 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.

• Drive Customer Value: Collaborate 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 improvements based on customer needs and feedback. Stay informed about customer strategic objectives, industry conditions, 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 insights at each customer touch point to advance Semrush’s mission.

• Identify Growth Opportunities: Evaluate customers’ needs and identify opportunities for Semrush tools. Collaborate with Sales & Marketing to create expansion opportunities & product/platform upgrades.

Who we are looking for

Required Qualifications:

• 4-6+ years of experience in Customer Success, Account Management, or related roles, with a focus on enterprise customers, preferably in the MarTech or SaaS space.

• Strong pipeline management skills, enabling you to 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.

• Excellent problem-solving skills with the ability to provide tailored solutions for enterprise customers’ needs.

• Strong communication skills, both verbal and written, with the ability to articulate complex concepts to 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, Sense of Ownership, and enthusiasm for Constant Changes.

We will try to create all the right conditions for you to work and rest comfortably

• Flexible working hours

• Unlimited PTO

• Flexi Benefit for your hobby

• Employee Support Program

• Loss of family member financial aid

• Employee Resource Groups

• Meals, snacks, and drinks at the office

• Corporate events

• Teambuilding

• Training, courses, conferences

A little more about our company

Semrush is a leading online visibility management SaaS platform that enables businesses globally to run search engine optimization, pay-per-click, content, social media and competitive research campaigns and get measurable results from online marketing.

We\'ve been developing our product for 17 years and have been awarded G2\'s Top 100 Software Products, Global and US Search Awards 2021, Great Place to Work Certification, Deloitte Technology Fast 500 and many more. In March 2021 Semrush went public and started trading on the NYSE with the SEMR ticker.

10,000,000+ users in America, Europe, Asia, and Australia have already tried Semrush, and over 1,700 people around the world are working on its development. The Semrush team is constantly growing.

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.

Our new colleague, we are waiting for you!

Customer Success

At Semrush, the Customer Success team is on a mission: to help every customer unlock the full potential of our products from the very start. Whether it's onboarding, retention, or reducing churn–colleagues are here to make every touchpoint as smooth as possible.

The direction includes several dedicated teams, all focused on two key pillars:

Customer Support. Here is the first line of help–handling chats, calls, and emails. From billing questions to product assistance, specialists got it covered!

Customer Success. The Account Managers play the long game. They guide customers through onboarding, build lasting relationships, drive renewals, and boost revenue. Working closely with Sales, they ensure our customers succeed throughout their entire journey with Semrush.

All of this comes together in a truly global team, offering support across multiple time zones and in 8+ languages. No matter where our customers are, help is never far away!