Director, Customer Success Operations; Sales Operations

Semrush is a brand visibility platform, empowering marketers to command their online presence and create measurable impact. We unify SEO authority and AI visibility, so brands are found, cited, and chosen everywhere search happens. That’s how Semrush gained the trust of over 28 million users—from scaling startups to Fortune 500 companies.

Some highlights of our success:

• $470M+ Annual Recurring Revenue with AI products surpassing $38M+
• Dollar-based net revenue retention of 104%, as of December 31, 2025
• Large deals growing 74% YoY
• Semrush named a Leader in The Forrester Wave:
  Search Engine Optimization Solutions, Q3 2025
• Exceptional demand for the Enterprise platform, with deals with global giants like JP Morgan, LG, Samsung, Tik Tok, and others

Shared ambition makes a bigger impact. That’s why at Semrush, progress is a partnership:
You push us forward, we push you further—and we all move as one.
Are you ready to be part of this journey?

The Sales team is at the forefront of empowering businesses to achieve online visibility and digital marketing success. Through our selling approach and world‑class enablement programs, we equip our team with the tools, resources, and training. This is how we keep delivering meaningful results for our customers.

Joining the Sales team also means:

• Fast forward and continuous career growth: the highest rate of promotions within the organization
• A team spread across 40+ locations around the globe
• Offline and online bootcamps as part of our onboarding process
• President’s club—an opportunity to celebrate exceptional results and reward top performers in high‑class vacation destination
• Quota attainment has been recognized as higher than market average, according to Rep Vue
• Uncapped commissions

We’re looking for a Director of Customer Success Operations to bring structure, clarity, and insight to our Customer Success organization. This role reports directly to the VP of Revenue Operations and will serve as a key partner in shaping how the CS function operates and scales.

This is a hands‑on leadership role for someone who understands what strong looks like from experience and is equally comfortable building toward it. You will define the operational framework, establish the right rhythms and KPIs, and ensure the organization has the visibility and discipline needed to perform at a high level.

This is an opportunity to define and shape the operational backbone of the Customer Success organization while partnering closely with executive leadership. The role has a direct impact on customer outcomes, retention, and long‑term growth.

• Design and implement a scalable Customer Success operating model, including segmentation, coverage, and engagement strategy
• Create standard operating procedures that drive consistency and quality
• Build and run a consistent operating cadence across the CS organization, including weekly, monthly, and quarterly rhythms
• Define, refine, and operationalize key performance indicators such as retention, churn, expansion, and product adoption
• Ensure metrics are clearly understood and tied to team behaviors and outcomes

• Develop dashboards, reporting, and forecasting frameworks that support decision‑making
• Translate data into clear, actionable insights for CS leadership and executive stakeholders
• Identify opportunities to improve efficiency, productivity, and customer outcomes

• Act as a trusted advisor to Customer Success leadership
• Support planning cycles, including annual planning, capacity modeling, and account segmentation
• Bring structure and clarity to ambiguous problems and drive alignment across stakeholders

• Partner with IT to optimize the CS tech stack, including CRM and customer success platforms
• Ensure data integrity and consistency across systems that support the customer journey
• Evaluate and implement tools as the organization scales

• Work closely with Sales, Product, Marketing, and Finance to ensure a seamless customer experience
• Align on handoffs,…