Customer Success Enablement Manager (Customer Engagement 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.

Semrush is seeking a Customer Success Enablement Manager to lead our post-sales enablement team. The ideal candidate will possess a strong "marketing technologist" mindset with a background in post-sales engagement and/or enterprise SaaS customer success. This role is pivotal in creating and delivering the tools and resources necessary to support our customer success teams in driving value and retention of the Semrush suite of products throughout the customer journey.

The Customer Success Enablement Manager will work cross-functionally with sales, product, and GTM teams to ensure alignment in our methodology and engagement strategy as we continue to evolve as a company. This role will also manage an Enablement Specialist, providing mentorship and support to ensure the success of enablement initiatives.

• Position Overview: Semrush is seeking a Customer Success Enablement Manager to lead our post-sales enablement team. The ideal candidate will possess a strong "marketing technologist" mindset with a background in post-sales engagement and/or enterprise SaaS customer success. This role is pivotal in creating and delivering the tools and resources necessary to support our customer success teams in driving value and retention of the Semrush suite of products throughout the customer journey
• The Customer Success Enablement Manager will work cross-functionally with sales, product, and GTM teams to ensure alignment in our methodology and engagement strategy as we continue to evolve as a company
• This role will also manage an Enablement Specialist, providing mentorship and support to ensure the success of enablement initiatives

• Team Leadership & Management: Manage and mentor the Enablement Specialist, ensuring they are equipped to execute enablement initiatives effectively
• Foster a collaborative and innovative culture within the enablement team
• Set clear goals and expectations and provide regular feedback to drive professional growth and development
• Content Development: Identify the needs of our customer success team and develop a centralized repository of product information, best practices, FAQs, and customer success playbooks for easy access
• Create and maintain engaging enablement materials such as presentations, e-learning modules, videos, and guides to communicate product features, customer success strategies, and KPIs
• Enablement Program Strategy: Develop and implement a comprehensive enablement strategy aligned with the goals of the customer success organization
• Design initiatives to improve customer retention and ensure CSMs are equipped to adapt to customer needs
• Collaborate with cross-functional teams to ensure enablement programs support overall business objectives and enhance the customer journey
• Data-Driven Insights & Optimization: Identify key metrics to measure the effectiveness of enablement programs
• Analyze performance data to identify trends, gaps, and areas for improvement
• Use insights to iterate on enablement resources and drive continuous improvement
• Cross-Functional Collaboration: Partner with sales enablement, product, and GTM teams to ensure enablement programs are aligned with organizational priorities
• Act as a liaison between customer success and other departments to advocate for enablement needs and ensure a seamless customer experience

• 5+ years of combined experience in Customer Success or Enablement, with a proven track record of success in those roles
• Bachelor's Degree or equivalent
• Strong leadership and team management skills, with experience mentoring and developing team members
• Deep understanding of KPIs and metrics tied to customer success, performance, and growth
• Hands-on experience with customer success engagement technologies and post-sales enablement tools like ClientSuccess, Gainsight, etc.
• Excellent communication and presentation skills, with experience writing, editing, and presenting at various organizational levels
• Strong project management skills and the ability to manage multiple initiatives simultaneously
• A proactive, curious, and adaptable mindset with the ability to thrive in a fast-paced SaaS environment

• Familiarity with the Semrush platform or similar tools
• Experience in instructional design or training development
• Background in designing and implementing scalable enablement strategies
• You share our common values: Trust, as we prefer to speak up and be our true selves; Sense of Ownership, as it's not worth wasting time on something you don't believe in; and enthusiasm for Constant Change, as we are always looking to make things better

• Work format FLEX: This offer stands for the "hybrid" work format: some days, you work from the office, and some #wfh.
• Unlimited PTO
• Health insurance
• Travel insurance
• Flexible working hours
• Employee Assistance Program
• Employee Resource Groups
• Paid parental leave
• Relief Fund
• Corporate events, teambuildings
• Snacks, drinks at the office
• Gifts for employees

Semrush is a leading online visibility management SaaS platform that enables businesses globally to run search engine optimization, pay-per-click, content, social media, and competitive research campaigns and get measurable results from online marketing.
We've been developing our product for 16 years and have been awarded G2s Top 100 Software Products, Global and US Search Awards 2021, Great Place to Work Certification, Deloitte Technology Fast 500, and many more. In March 2021, Semrush went public and started trading on the NYSE with the SEMR ticker.
10,000,000+ users in America, Europe, Asia, and Australia have already tried Semrush, and over 1,000 people around the world are working on its development. The Semrush team is constantly growing.

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 from applying! We are committed to ensuring that everyone feels a sense of belonging in the workplace.
We do not discriminate based on 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.
Our new colleague, we are waiting for you!