Head of Customer Success and Support Ops
Listed on 2026-08-03
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Business
Customer Success Mgr./ CSM, Client Relationship Management -
Sales
Customer Success Mgr./ CSM, Client Relationship Management
Semrush Job Opportunity
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.
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?
A proven post-sales revenue leader to run Customer Success, Professional Services and Renewals globally across three customer motions:
Direct, Channel, and Data-as-a-Service.
Reporting to the Chief Sales Officer, this leader is accountable for onboarding, adoption, value realization, renewals, retention, and growth across all sales-assigned segments, with priority focus on our largest current and potential accounts.
This is a product-deep, commercially accountable leadership role. Customers do not simply buy Semrush; they need to connect the platform to business outcomes, executive priorities, and measurable value. The right leader will turn world-class product capability into adoption, adoption into retention, and retention into expansion and long-term customer value.
The Mandate:
Shorten time-to-value. Deepen product adoption. Improve retention. Protect and grow ARR. Build the channel route-to-market customer success motion from the ground up. Scale Data-as-a-Service. Deliver one globally consistent customer operating model across all three.
The Three Motions:Direct. Customer success for Enterprise, MM & SMB customers. The largest motion today and the foundation of the operating model.
Channel. Building the route-to-market customer success motion. Define partner enablement, joint customer onboarding, channel renewal accountability, and the line between Semrush-owned and partner-owned success.
Data-as-a-Service. Scaling customer success for data customers. Technical onboarding, data entitlement governance, schema delivery, integration support, and ongoing data quality, built in partnership with Data Sales and Product.
Priorities:One global operating model. Define coverage by motion, segment, region, account tier, and complexity. Install consistent operating rhythms across onboarding, customer health, adoption, renewal forecasting, and executive engagement. Set the bar for talent, product fluency, commercial judgment, and customer ownership.
Faster time-to-value. Own the customer journey from closed-won through measurable value realization. Every customer has a clear success plan tied to what they bought, why they bought it, who owns adoption, and the outcome they expect. Build onboarding standards by motion, segment, and product. Hold teams accountable for adoption milestones and customer confidence.
Renewals, retention, and risk. Run the global renewals motion across direct, channel, and DaaS. Improve gross revenue retention, logo retention, and forecast accuracy. Build a disciplined renewal cadence with clear ownership, risk categories, save plans, and executive escalation. Identify risk early; partner with Sales and Channel on expansion where the case supports it.
Product-deep, commercially sharp. CSMs translate product capability into business outcomes, executive narratives, and measurable ROI. Raise the quality of Executive Business Reviews into strategic conversations. Partner with Product and Solutions Engineering to surface adoption blockers and enterprise readiness gaps. Create structured feedback loops back into Product, Enablement, Sales, and Support.
Channel and DaaS, built and scaled. Build the channel CS motion from the ground up with Channel Sales and Partnerships. Scale DaaS CS with Data Sales and Product. Establish joint scorecards, clean handoffs, and clear retention and expansion accountability across both.
First 90 Days:Within 30 days, complete a global audit across direct, channel, and DaaS, and establish one global CS scorecard. Within 60 days, publish the operating model, clarify handoffs from Sales to CS to Renewals, and…
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