Customer Success Manager Enterprise (Apac Market)

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 Customer Success Manager role for those who are goal and success-oriented.

Tasks in the role

• Proactive relationship management with accounts to maintain overall customer health
• Managing approximately 90-100 accounts at a time
• Driving customer adoption, retention, and satisfaction for assigned book of business
• Monitoring and reporting on the health and risk of assigned accounts
• Collaborating closely with the expansion channel during the renewal period of your customers
• Participating in the voice of the customer program to help our product organization by communicating trending customer feedback and ideas.
• Discovering the goals of your assigned customers, and then training them 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
• Maintaining a deep understanding of Semrush’s suite of products
• Participating in pre-sales tenders and post-sales workshops
• Providing dedicated technical, and product support. But also collaborating with the Customer Support team

Who we are looking for

• You pride yourself on going above and beyond for teammates and customers
• Ability to learn software programs
• Knowledge of English on a native/near-native level
• Technical knowledge of digital marketing (SEO, Content Marketing, Advertising, etc)
• Exceptional verbal and written communication skills with the ability to communicate effectively at all levels
• Solid understanding of Customer Success best practices
• Creative and analytical thinker with strong problem-solving skills
• You enjoy working with people and are driven to provide an excellent customer experience

They say there are no perfect candidates, but that might well be you, if

• You have deep customer empathy and find fulfillment in helping customers reach their goals
• 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
• You speak any additional language on a native/near-native level

A Bit About The Team

You can get to know the team better at one of the interviews, but some brief information about future colleagues will be useful now.

Customer Success Managers Enterprise (CSME) are responsible for the retention of Semrush enterprise clients; they develop customer relationships that promote retention and loyalty. Our main goals are to ensure that enterprise clients are satisfied with the products they bought, made the most out of their subscriptions, and had a smooth renewal process.

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

• Gifts for employees.
• Working hours are from 7:00 am to 2:00 pm Jakarta time.
• Training, courses, conferences.
• Health insurance coverage.
• This offer stands for the remote work format. Digital nomadism, #wfh – call it what you like ;)
• English and other language courses.

Finally, a Little More About Our Company

We’ve been developing our product for 14 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 1,000 people around the world are working on its development. The Semrush team is constantly growing.

Semrush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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. All employment decisions are based on business needs, job requirements, merit, and individual qualifications.

Evelina

Talent Acquisition Specialist

[email protected]