Job Description

We are Semrush, a global tech company developing our own product – a platform for digital marketers. Are you ready to be part of it? This is your chance! We’re hiring for the role of Chief Customer Officer (Executive Team). Tasks in the role We are seeking an experienced and dynamic Chief Customer Officer (CCO) to lead our customer-centric initiatives. The CCO will develop and execute strategies to enhance customer satisfaction, loyalty, and retention, collaborating with product and marketing teams to optimize customer experiences. This role involves creating a vision for customer-centric values, improving Logo and MRR retention, and supporting SMB, MM, and Enterprise customers. The CCO will report directly to the CEO and be a key member of the executive leadership team. Develop a comprehensive customer-focused strategy aligned with company objectives, including defining goals and KPIs. Analyze the customer journey, identify pain points, and implement improvements. Enhance customer onboarding processes to increase product adoption. Ensure positive customer experiences across all channels, implementing feedback mechanisms. Work with cross-functional teams to reduce churn, improve LTV, NRR, and NPS/Customer Satisfaction scores. Leverage data and AI to understand customer behavior and personalize offerings. Utilize AI tools to automate engagement and focus human interactions effectively. Support customer success through content and courses, including ownership of Semrush Academy. Advocate for customer needs within the organization, fostering a customer-centric culture. Develop retention strategies, loyalty programs, and personalized offerings. Collaborate across departments to align customer needs with business goals. Maintain relationships with key customers to ensure their success. Build a high-performing customer support and success organization. Use technology, automation, and external partners to deliver efficient customer experiences. Who we are looking for Bachelor's degree in Business, Marketing, or related field; Master's is a plus. 15+ years in customer experience leadership roles in SaaS or E-commerce. PE/VC experience is advantageous. Proven success in developing strategies that increase satisfaction, loyalty, and growth across SMB, MM, and Enterprise clients. Strong analytical skills and ability to interpret customer data. Experience fostering a culture of experimentation and innovation. Excellent project management skills and experience overseeing complex initiatives. Outstanding communication and leadership abilities. Strategic thinking aligned with business objectives. Proactive, customer-oriented mindset with innovative approaches. Experience with Customer Success tools like Salesforce, TrustPilot, RingCentral, and IronClad. Experience managing a global customer and employee base. Executive presence with experience engaging with boards. We will try to create all the right conditions for you to work and rest comfortably Unlimited PTO Affordable medical, dental, and vision plans Life and AD&D insurance Dependent Care and FSA accounts Health Savings Account Disability insurance Employee Assistance Program Employee Resource Groups 401(k) plan Paid parental leave Relief Fund Travel coverage Company events and team building Snacks and drinks at the office Gifts for employees A little more about our company Semrush is a leading SaaS platform for online visibility management, enabling global businesses to optimize their search engine marketing efforts. With over 16 years of development, we have received numerous awards, including G2 Top 100 Software Products and Deloitte Fast 500. We went public on the NYSE in March 2021, trading under SEMR. Our community includes over 10 million users worldwide and more than 1,700 employees dedicated to innovation and growth. Our Diversity, Equity, and Inclusion commitments Semrush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all applicants and employees. Even if you don’t meet all requirements, we encourage you to apply. We do not discriminate based on race, religion, gender, age, disability, or any other protected class. Our new colleague, we are waiting for you! #J-18808-Ljbffr SEMrush

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