Manager, Customer Success (Mid-Market Customer Success Team)

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 Senior Lead, Mid-Market Customer Success role for those who can find a common language with anyone in the world.
Mid-Market Customer Success

As the Team Lead, Mid-Market Customer Success, you will lead a team of Customer Success Managers focused on renewing and growing Semrush?s critical middle-market customer segment. You will be responsible for leading, coaching, motivating, and holding your team accountable to meet and exceed their individual targets (NRR, TCV improvement, and extension of customer terms). You will collaborate with other teams to implement new processes, training sessions, and ways of working to improve the overall customer experience. You will contribute to and maintain a performance-driven yet enjoyable work environment in alignment with the Semrush EVP. You will closely manage the team?s daily, weekly, and monthly performance, with responsibility for reporting any performance trends to senior management in real time. Your team will create and execute repeatable success plans for this key group of customers with a strong emphasis on maximizing the Semrush value proposition, thereby creating customers for life
Tasks in the role
? Team Leadership & Development: Lead, coach, and mentor your CSMs on best practices for renewal pipeline management, effective objection handling, assumptive approaches to closing a renewal, and maintaining lasting customer relationships.
? Support recruiting when needed, and establish a seamless onboarding process for new employees
? Performance Management: Monitor and manage the team?s performance against defined goals (NRR, TCV, non-recurring to recurring) and provide regular coaching and feedback to emphasize continuous improvement
? Customer Retention & Renewals: Drive NRR through a proactive and repeatable renewal process driven by disciplined pipeline management
? Create, Maintain, and Exemplify a Performance Driven Culture: Collaborate with the CS Director to create and leverage all performance reporting tools to report on team progress and keep senior leadership informed
? Cross-functional Collaboration: Collaborate closely with Sales, Product, and Marketing teams to align customer success initiatives with company goals.
? Support the team in helping frame expansion opportunities effectively in partnership with Sales
? Customer & Team Advocacy: Act as the primary escalation point for customer issues within your team and ensure swift and effective resolution to issues

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