Head of Customer Success, Support Ops

Job not on LinkedIn

🔥 12 hours ago

🏄 California, Maryland, +3 more states – Remote

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

💵 $320k - $365k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

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Semrush

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

🤝 B2B

☁️ SaaS

📣 Marketing

💰 Venture Round on 2018-04

B2B • SaaS • Marketing

Semrush is a comprehensive online marketing platform that offers tools for SEO, content marketing, competitor analysis, PPC, and social media management. With features such as keyword research, site audit, market research, and advertising solutions, Semrush is an all-in-one suite designed for businesses to enhance their online visibility and grow their digital footprint. It also provides insights into competitors' strategies, content optimization recommendations, and PPC campaign management. Semrush's tools are trusted by world-leading brands and marketing professionals globally.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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