Customer Success Manager, Onboarding (DACH Market)

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, Onboarding (DACH Market) role for those who are goal and success-oriented.

Tasks in the role

• Successfully build relationships with existing customers as Semrush’s first point of contact, discussing business strategies and areas of difficulty and educating them on specific products and services that would provide value and support their goals.
• Responsible for the Onboarding, Retention & Engagement of Semrush users for their post 90 days.
• Enroll users in engaging outreach strategies via calling, emailing, text messaging, and LinkedIn.
• Deliver bespoke 1:1 training sessions with new users.
• Understand their digital marketing needs and goals.
• Demonstrate relevant workflows within the Semrush tool to help them achieve these goals.
• Serve as a product expert, advising users on common workflows, which tools to use and why (Value Based Selling).
• Act as an extension of your customer’s business, ensuring that their engagement and usage of the tool are as high as possible.
• Achieve a high number of retained customers within post 90 days and beyond by promoting tool usage and the value the tool is bringing to the customer and their business.
• Leveraging technology where possible to ensure most manual work is invested in customer training and engagement.
• Uncover expansion opportunities for the sales team.
• Understanding customers’ needs/goals and then tailoring recommendations to these needs/goals, regardless of the user’s subscription level.
• Collaborate with Account Executives to ensure as many expansion opportunities as possible are closed.
• Meet and exceed key performance indicators, such as Demos delivered, User Retention, Outbound Activity, Expansion, and Retained Revenue.
• Work collaboratively with Pre-Sales and Education teams to always be informed of new tools, workflows, and platform updates.
• Drive efficiencies in processes by creating customized workflows and toolkits to provide coaching to clients.
• Analyze client results and performance and uphold a service-first approach to achieve collective goals and exceed client expectations.
• Be a “Team Player” and share with peers new workflows and strategies that have been successful for you, plus lean on peers so that the whole team succeeds.

Who we are looking for

• Proficient in English and German (C1/C2).
• Excellent written and verbal communication skills.
• Associate’s or Bachelor’s degree.
• 1-2 years of experience in a sales (or phone sales), business development role, customer account, support, or marketing role.
• Technically savvy and adaptable in a constantly changing environment.
• Ability to quickly master new technology.
• Desire to continuously grow and develop skills.
• Self-motivated, outgoing, and able to meet deadlines and achieve results.
• Strong enthusiasm and positivity, along with a commitment to creating excellent experiences.
• Ability to work collaboratively within a team environment.

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

• You’re interested in digital marketing.
• 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

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

• Work format Choice: It’s up to you to decide what work format works best for you. You can #wfo, #wfh, or mix both.
• Flexible working day start.
• Health insurance coverage.
• Working from a modern coworking space (or working from home).
• Corporate events.
• Unlimited PTO.
• Hobby benefit.
• Training, courses, conferences.
• Gifts for employees.

Finally, a little more about our company

We’ve been developing our product for 15 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.