Head of Customer Success, Support Ops

🕒 5 dias atrás

🏄 California, Maryland, +3 estados a mais – Remoto

🏄 California – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🤠 Texas – Remote ☕ Washington – Remote

💵 $320.000 - $365.000 / ano

⏰ Tempo Integral

🔴 Especialista

🏆 Sucesso do Cliente

🦅 Patrocina Visto H1B

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Semrush

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2008

🤝 B2B

☁️ SaaS

📣 Marketing

💰 Venture Round em 2018-04

B2B • SaaS • Marketing

Semrush é uma plataforma SaaS líder em gerenciamento de visibilidade online, projetada para profissionais de marketing digital. Oferece ferramentas para otimização de mecanismos de busca, campanhas de pesquisa paga, conteúdo, redes sociais e pesquisa competitiva, aproveitando tecnologias de marketing avançadas e apoiadas por inteligência artificial. Com mais de 10 milhões de usuários em todo o mundo, a Semrush é reconhecida por prêmios de softwares digitais, SEO e Global Search.

Descrição

• Run Customer Success, Professional Services and Renewals globally across direct, channel, and Data-as-a-Service. • Accountable for onboarding, adoption, value realization, renewals, retention, and growth across all sales-assigned segments. • Turn world-class product capability into adoption, retention, and long-term customer value. • Build the channel route-to-market customer success motion from the ground up. • Scale Data-as-a-Service and deliver a globally consistent customer 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. • Build onboarding standards by motion, segment, and product. • Run the global renewals motion across direct, channel, and DaaS, improving gross revenue retention and forecast accuracy. • Create structured feedback loops back into Product, Enablement, Sales, and Support.

🎯 Requisitos

• Proven ownership of retention, renewals, adoption, and post-sale revenue outcomes • Experience across more than one motion (direct, channel, or data solutions) • Enterprise customer fluency: executive engagement, complex stakeholders, global accounts, strategic business reviews • Deep product orientation, with comfort going below the surface into workflows, use cases, and adoption barriers • Strong commercial judgment balancing customer advocacy, retention, expansion, and revenue accountability • Operating discipline across scorecards, forecasting, inspection cadence, and executive reporting • Clear communication and executive presence; able to simplify complexity across teams, customers, and regions • Preferred background: SEO, AI visibility, brand visibility, content, competitive intelligence, or broader marketing technology. • Acquisition integration, enterprise upmarket motion, or scaling a CS function through rapid growth.

🏖️ Benefícios

• Life insurance • Low cost medical, dental, and vision plans • Accidental death and dismemberment (AD&D) insurance • Dependent Care Savings Accounts and Flexible Spending Accounts • Health Savings Account • Short-term and long-term Disability • Employee Assistance Program • Employee Resource Groups • Paid parental leave • Relief Fund • Travel coverage