Our Scale Customer Success Team is responsible for full lifecycle events of our Semrush SMB clients; they develop creative solutions to extend reach in 1 to many formats, promote customer adoption and account activation, and support customer growth and retention
- Successfully build relationships with multiple new customers at one time through 1:many events like webinars, virtual office hours and small workshops or online community events
- Make product and workflow recommendations within the Semrush platform acting as a Product Expert
- Engage 1:1 with assigned customers as-needed at critical points in the customer journey to ensure adoption
- Successfully facilitate expansion opportunities of small apps and add-ons
- Deliver great customer experiences while following our Scaled Customer Success playbooks
- Manage customer outreach campaigns through email, phone and LinkedIn, marketing upcoming events and promotions
- Ability to analyze and understand client results, performance and situation to 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 leaning on peers so that the whole team succeeds
Assist with digital projects, including initiatives such as demo experiments, new content creation etc to enhance customer experience and drive business objectives Ability to facilitate and negotiate contract renewals for existing customers
