Strategic Customer Success Manager, Enterprise

SEMrush; United Kingdom; On-site; GBP 70,000 - 100,000; Full time

Job summary

A leading tech company in the UK is seeking a Strategic Customer Success Manager to manage enterprise accounts. The role involves building relationships with stakeholders, ensuring high customer retention, and delivering tailored onboarding and success plans. Ideal candidates will have over 7 years of experience in customer success or account management, strong communication skills, and an understanding of digital marketing technologies. The company offers flexible working hours, unlimited PTO, and various employee benefits.

Benefits

Flexible working hours

Unlimited PTO

Employee Support Program

Training and courses

Qualifications

• 7+ years of experience in Customer Success, with enterprise customers.
• Proven track record of building strong relationships.
• Excellent problem-solving skills with tailored solutions.

Responsibilities

• Build and nurture strong relationships with key stakeholders.
• Drive customer retention and renewal rates.
• Conduct regular business reviews to demonstrate ROI.

Skills

Customer Success

Account Management

Strong communication

Problem-solving

Digital marketing technologies

Upselling

Tools

BrightEdge

Conductor

SimilarWeb

Job description

Strategic Customer Success Manager, Enterprise

Customer Success - United Kingdom

Semrush, a global tech company developing a platform for digital marketers.

Tasks in the role

• Strategic Account Management: Build and nurture strong relationships with key stakeholders, including marketing operations teams & senior marketing executives.
• Renewals & Retention: Drive high customer retention and renewal rates by ensuring customers see ongoing value.
• Drive Customer Value: Collaborate closely with different customer stakeholders to understand and link key workflows within their marketing operations to the business value Semrush drives.
• Quarterly Business Reviews: Conduct regular business reviews to demonstrate how Semrush tools are delivering ROI.
• Customer Advocacy: Act as the voice of the customer within Semrush, advocating for any improvements or enhancements based on customer needs and feedback.
• Create & Execute Onboarding, Implementation, & Success Plans: Develop detailed, customized onboarding and implementation plans tailored to the customer’s specific needs.
• Identify Growth Opportunities: Consistently evaluate your customer’s unique needs and identify opportunities for Semrush tools.

Who we are looking for

Required Qualifications

• 7+ years of experience in Customer Success, Account Management, or a related role, with a focus on enterprise customers.
• Proven track record of building strong relationships with different levels of seniority.
• Proven experience creating customized success plans, ensuring customers see clear connections between their processes and the results Semrush delivers.
• Excellent problem‑solving skills with the ability to provide tailored solutions to meet enterprise customers’ needs.
• Strong communication skills, both verbal and written, with an ability to articulate complex concepts to both technical and non‑technical audiences.
• Overall understanding of digital marketing technologies such as SEO, SEM, content marketing, analytics, CRM, and marketing automation.
• Experience with upselling customers and generating qualified leads.
• Ability to use customer data to provide insights and drive decision‑making.

Preferred Qualifications

• Experience with BrightEdge, Conductor, SimilarWeb, or other enterprise‑level marketing and SEO platforms.
• Ability to navigate ambiguity and complexity, and adapt in a rapidly changing global business environment.
• Previous experience with pipeline management in a sales or renewal context.
• Shared values: Trust, ownership, and enthusiasm for constant change.

Benefits

• 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
• Team building
• 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 optimisation, pay‑per‑click, content, social media and competitive research campaigns and get measurable results from online marketing. We have been developing our product for 17 years, it has received numerous awards and is a publicly traded company on the NYSE.

Diversity, Equity, and Inclusion commitments

Semrush is an equal‑opportunity employer. We welcome people from all backgrounds and are committed to ensuring everyone feels a sense of belonging in the workplace.

Our mission

At Semrush, the Customer Success team is on a mission: to help every customer unlock their full potential from the very start. We focus on onboarding, retention, and reducing churn, building lasting relationships and driving renewal and expansion.

We are waiting for you!