Customer Success Manager, Enterprise Solution SEO (Global CSM Enterprise Team)

Job Description

• Acting as a “Player / Coach”; Using your diverse SEO / Digital Marketing and Commercial experience to help the whole EntSol team develop the most effective processes and workflows for Onboarding, Customer Adoption, Account Activation, and QBRs.
• Discovering the business & SEO goals of your customers to build out a business plan, including goals, timelines, benchmarks, and measures of success.
• Preparing and delivering Quarterly Business Reviews (QBRs) with customers based on the goals identified during the discovery.
• Training your customers on relevant Semrush workflows so that they can achieve those goals.
• Performing regularly scheduled meetings with key stakeholders to ensure customer goals are being met.
• Identifying commonalities in tasks, processes, and workflows.
• Developing engaging and helpful content (such as help articles, blogs, and videos) for our EntSol customers to help them “self-service” common tasks, processes, and workflows.
• Acting as an extension of your customer’s business; offering your own insights and recommendations based on extensive research into the customer’s business, your knowledge of SEO, and their engagement within our platform.
• Proactive relationship management with accounts to maintain overall customer health.
• Monitoring and reporting on the health and risk of assigned accounts using sophisticated processes/tools.
• Collaborating closely with the Sales and Product departments, both during the acquisition of new customers and throughout their time with Semrush.
• Maintaining a deep understanding of Semrush’s suite of products and also the wider SEO world.
• Providing dedicated technical and product support.
• Actively participating in team projects and Semrush experiments that might result in new processes.
• Acting as a conduit between the customer and our product team to help with the continued development of our products, leveraging customer feedback and use cases.

• 5+ years of experience in the SEO and/or Digital Marketing field with 3+ years of agency experience.
• Extensive Technical SEO and/or Digital Marketing knowledge and ability to deliver in-depth technical recommendations to customers.
• Hands-on experience in building SEO strategies, including keyword research, competitor analysis, and technical auditing.
• Knowledge of Google Search Console, Google Ads, and Google Analytics.
• Ability to identify customer goals and then demonstrate bespoke workflows for the customer to help them achieve these goals
• Experience in preparing and delivering in-depth QBRs.
• Solid understanding of Customer Success best practices and customer-oriented personality.
• Ability to learn software programs.
• Creative and analytical thinker with h2 problem-solving skills
• Exceptional verbal and written communication skills with the ability to communicate effectively at all levels.

• You’re a “Player / Coach,” both directly managing your own customers and also offering your support and expertise to the rest of the Enterprise Solutions CSM team.
• You have deep customer empathy and find fulfillment in helping customers reach their goals,
• You enjoy working with people and are driven to provide an excellent customer experience.
• You pride yourself on going above and beyond for teammates and customers.
• You are ready to be autonomous and proactive.
• You share our common values: Trust, because we prefer to speak up and be our true selves; Sense of Ownership, because it’s not worth wasting time on something you don’t believe in; and enthusiasm for Constant Changes, because we are always looking to make things better.

• Work format Choice: It’s up to you to decide what work format works best for you. You can #wfo, #wfh, or mix both.
• Low-cost medical, dental, and vision plans.
• Dependent Care Savings Accounts and Flexible Spending Accounts.
• Employee Assistance Program.
• 401(k) plan with flexible ways to save and fully vested employer match up to 4%
• Unlimited PTO.
• Paid parental leave.
• Short-term and Long-term Disability.
• Accidental death and dismemberment (AD&D) insurance, Life Insurance.
• Travel Insurance.
• Corporate Events.
• Snacks, coffee, tea.

Visit Original Source: