Customer Success Team Lead (Local Unit)

| Philadelphia, PA | Hybrid
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Hi there!
We are Semrush, a global IT company developing our own product - a platform for digital marketers.
And this is our Customer SuccessTeam Lead role for those who can find a common language with anyone in the world.
Tasks in the role

  • Lead, coordinate, motivate, mentor, and establish the feedback loop for the team.
  • Establish and execute the best customer experience strategies: from onboarding to advocacy and upsell.
  • Set goals and expectations for each team member and monitor their performance.
  • Act as a point of escalation for the Customer Success team and customers.
  • Drive productivity and performance to overachieve Customer Success goals.
  • Review cases and provide appropriate feedback to support specialists.
  • Drive changes that improve CS-related processes.
  • Collaborate with other teams to implement new processes, team training, or solve issues.
  • Maintain a healthy and friendly atmosphere in the team.
  • Actively coordinate Customer Success team flows with product and marketing updates.
  • Focus on proactive rather than reactive approach.
  • Create the CS part of improving and developing the product so that users' voices are loud and clear.


Who we are looking for

  • 5+ years of work in a lead role in customer support. Experience in growing and leading customer success/service teams or account management. You have successfully built and led teams (directly and indirectly).
  • Experience with geographically remote teams is a distinct advantage.
  • Customer Service (or Technical Support) experience in IT is a must; experience with SaaS products will be an advantage.
  • Excellent English (Advanced).


A bit about the team
We are looking for a Customer Success Team Lead for one of Semrush's Units-Local Unit.
We are rapidly growing in the local SEO sphere, and we have achieved impressive results developing the toolkit for local businesses. We are going to grow even faster, so it's a unique opportunity to join the team and grow the business together within a stable and growing public company. If you would like to lead a team of customer support specialists and also take part in process establishment, we'd love to speak with you!
Currently, we have a team of two Customer Success specialists and would like to grow over the next year. We expect our team to become customer success-oriented in the near future.
We will try to create all the right conditions for you to work and rest comfortably

  • It's up to you to decide what work format works best for you. You can #wfo, #wfh, or mix both.
  • Low cost medical, dental, and vision plans.
  • Dependent Care Savings Accounts and Flexible Spending Accounts.
  • Employee Assistance Program.
  • 401(k) plan with flexible ways to save and fully vested employer match up to 4%.
  • Generous PTO (Vacation, Floating Holidays and Paid Sick Time).
  • Paid parental leave.
  • Employee Stock Purchase Program.
  • Short-term and Long-term Disability.
  • Accidental death and dismemberment (AD&D) insurance, Life Insurance.
  • Travel Insurance.
  • Corporate Events.
  • Snacks, coffee, tea.


Finally, a little more about our company
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 13 years and have been awarded G2's 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.
Our new colleague, we are waiting for you!
Semrush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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. All employment decisions are based on business needs, job requirements, merit, and individual qualifications.

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