Customer Success Manager, MidMarket (US/LATAM)

Customer Success location_on São Paulo

Semrush is a brand visibility platform, empowering marketers to command their online presence and create measurable impact. We unify SEO authority and AI visibility, so brands are found, cited, and chosen everywhere search happens. That’s how Semrush gained the trust of over 28 million users—from scaling startups to Fortune 500 companies. 

Here, you own the way you work, but we move as one unbeatable team.

We don’t just lead the market, we’re busy creating the world where Semrush is an unfair advantage for every marketer.

We move fast in ways to help you grow. Here, you have room to experiment, keep what works, and learn quickly from what doesn’t.

Ready to share our ambition and make an impact? Then, this role may be for you.

About the role

• Renewals & Retention: Drive high customer retention and renewal rates by closely managing your renewal pipeline and ensuring customers see ongoing value. Work closely with account teams to identify upsell and cross-sell opportunities. Work with the Marketing team to identify effective messaging for smaller accounts in your book with an eye on growing them. Lead efforts in contract renewals and negotiations

• Relationship Management: Build and nurture strong relationships with key stakeholders, with an emphasis on deepening the overall contact list. Be their trusted advisor, offering strategic recommendations on how to leverage Semrush for maximum impact

• Renewal Pipeline Management: Manage a meaningful pipeline of critical high growth potential customers to ensure  optimal retention rates. Emphasize TCV and long-term partnership with a focus on delivering unique customer experiences and value.

• Drive Customer Value: Collaborate closely with different customer stakeholders to understand and link key workflows within their marketing operations to the business value Semrush drives. Ensure customers understand how specific features and tools directly enhance their marketing objectives and performance

• Customer Advocacy: Act as the voice of the customer within Semrush, advocating for any improvements or enhancements based on customer needs and feedback. Stay informed about customer strategic objectives, relevant market conditions in the customers’ industry, and competitive intelligence to identify opportunities and threats. 

• Deliver Best In Class Onboarding & Implementation: Execute consistent & efficient onboarding for new customers while simplifying the process where possible. Deliver unique insights at each customer touch point to advance the Semrush mission of enhancing the marketing acumen of all customers

• Identify Growth Opportunities: Consistently evaluate your customer’s unique needs and identify opportunities for Semrush tools to meet them. Collaborate closely with Sales & Marketing to create expansion opportunities & product/platform upgrades

About you

Move together. Raise the bar. Learn fast—grow faster. That’s the default. And here’s what else is needed to succeed in this role: 

• 3-5+ years of experience in Customer Success, Account Management, or a related role, with a focus on enterprise customers, preferably in the MarTech or SaaS space

• Strong pipeline management skills, allowing you to easily deliver renewals ahead of schedule

• Proven track record of building strong relationships with different levels of seniority

• Proven experience in relationship management, ensuring customers see clear connections between their processes and the results Semrush delivers

• Ability to deliver strong renewal results against a quota. Familiarity with managing Books of Business against ARR targets

• Strong communication skills, both verbal and written, with an ability to articulate complex concepts to both technical and non-technical audiences

• General understanding of digital marketing technologies such as SEO, SEM, content marketing, analytics, CRM, and marketing automation

• Experience with upselling customers and generating qualified leads

Preferred Qualifications:

• Ability to navigate ambiguity and complexity, and adapt in a rapidly changing global business environment

• Experience with international companies is a plus

• 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

About the perks

• Unlimited PTO
• Health insurance 
• Travel insurance
• Employee Assistance Program
• Employee Resource Groups 
• Paid parental leave
• Relief Fund

A little more about us

Semrush is the leading brand visibility platform, empowering marketers to command their online presence and create measurable impact.

Built on the industry’s most expansive proprietary dataset, Semrush delivers AI-driven insights across GEO, SEO, Agentic Search Optimization, content marketing, paid media, and social strategy. The company was founded in 2008 and is headquartered in Boston, MA with a global presence across North America, Europe and Asia.

We’ve built something people are proud to be part of. And the awards agree: Great Place to Work, DEI Workplace, Diversity Champion Award, International Inclusion Award, Most Women Friendly Employers, Best Place for Working Parents. All thanks to 1700+ employees who build the company every day. 

About our Diversity, Equity, and Inclusion commitments 

Semrush is an equal opportunity employer. Building a better future for marketers around the world unites people from all backgrounds. Even if you feel that you don’t 100% match all requirements, don’t be discouraged to apply! We are committed to ensure that everyone feels a sense of belonging in the workplace.

We do not discriminate based upon race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, age, ancestry, physical or mental disability, or medical condition including medical characteristics, genetic identity, marital status, military service, or any other classification protected by applicable local, state or federal laws. 

Ready to be a part of this mission? Join us!

Apply for this job

Lauren Fahy

Talent Acquisition Partner

At Semrush, we take a serious and comprehensive approach to hiring new people. We welcome those who are professionals in their field and passionate about their work to join our team.

A “five-minute interview” or “get a job in three clicks” approach is not the way we work.

During the interview, we ask candidates to talk about themselves and their background in detail. We try to discover the most important aspects about the way someone works and their personality before a job offer is made.

Once the resume is received it will be reviewed by a member of the Talent Acquisition team. We try to provide feedback within three working days.

Flexible approach for an interview format

We’re flexible and open for both online interviews and personal meetings at the offices. Choose the option that’s most suitable for you!

In order for the online meetings to be productive, we suggest following these tips to make sure you are set up well:

• Join the interview from a laptop or desktop computer (not a smartphone). You may need to print something or present your screen during the interview.
• Please turn on your camera. Visual communication is especially important for us.
• Choose a quiet place to talk. Attending an interview from the street is not a good idea.
• Keep your phone at hand in case there are technical issues that mean we have to continue the interview by direct call.

Good luck!

Customer Success

At Semrush, the Customer Success team is on a mission: to help every customer unlock the full potential of our products from the very start. Whether it's onboarding, retention, or reducing churn–colleagues are here to make every touchpoint as smooth as possible.

The direction includes several dedicated teams, all focused on two key pillars:

Customer Support. Here is the first line of help–handling chats, calls, and emails. From billing questions to product assistance, specialists got it covered!

Customer Success. The Account Managers play the long game. They guide customers through onboarding, build lasting relationships, drive renewals, and boost revenue. Working closely with Sales, they ensure our customers succeed throughout their entire journey with Semrush.