We are Semrush, a global Tech company developing our own product - a platform for digital marketers.
Are you ready to be a part of it? This is your chance! We're hiring for the Chief Customer Officer (Executive Team) .
Tasks in the role
We are seeking an experienced and dynamic Chief Customer Officer (CCO) to lead and champion our organization's customer-centric initiatives. The CCO will be instrumental in creating a vision and strategy for customer-centric values, enhancing Logo and MRR retention. This role involves driving customer satisfaction, loyalty, and retention through exceptional experiences and collaborating with product and marketing teams to ensure insights guide and optimize our customer-centric approaches. The CCO will play a pivotal role in developing and executing comprehensive strategies to support SMB, MM, and Enterprise customers. This role reports directly to the CEO as a key member of the executive leadership team.
Develop a comprehensive customer-focused strategy aligned with the company's overall objectives, defining clear goals and KPIs to measure success.
Analyze and understand the end-to-end customer journey, identifying pain points and areas for improvement.
Implement strategies to streamline and enhance customer onboarding to drive adoption of Semrush products.
Ensure a consistent and positive customer experience across all interactions, implementing feedback mechanisms for continuous improvement.
Build strategies with cross-functional partners to reduce churn, improve LTV, NRR, and NPS/Customer Satisfaction scores.
Leverage data and AI to gain insights into customer behaviors, preferences, and trends, making informed decisions and personalizing offerings.
Utilize AI tools to automate customer engagement, focusing human interactions where most impactful.
Drive the development of content and courses to support customer success, including ownership of Semrush Academy.
Represent the voice of the customer within the organization, advocating for their needs and fostering a customer-centric culture.
Develop and execute customer retention strategies, loyalty programs, and personalized offerings for long-term relationships.
Collaborate across departments to align customer needs with business objectives, ensuring seamless experiences.
Build and maintain strong relationships with key customers to ensure their success and satisfaction.
Establish a high-performing customer support and success team across segments with top-tier service levels.
Leverage technology, automation, external partners, and agencies to optimize customer experience and operational efficiency.
Who we are looking for
Bachelor's degree in Business, Marketing, or related field; Master's preferred.
15+ years in Customer-Centric and Customer Experience leadership roles in SaaS or E-commerce.
PE/VC experience is a plus.
Proven success in developing strategies for SMB, MM, and Enterprise clients that increase satisfaction, loyalty, and growth.
Exceptional analytical skills for interpreting data and customer insights.
Experience fostering a culture of experimentation and testing.
Mastery in project management, overseeing complex initiatives with strategic planning and effective communication.
Excellent communication and leadership skills.
Strategic mindset aligned with business objectives.
Proactive, customer-oriented, innovative approach.
Experience with Customer Success tools like Salesforce, TrustPilot, RingCentral, IronClad.
Experience managing a global customer and employee base across cultures.
Ability to communicate with and influence a public Board.
Benefits and Work Environment
- Unlimited PTO
- Low-cost medical, dental, vision plans
- Life and AD&D insurance
- Dependent Care and Flexible Spending 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, drinks, gifts at the office
About Semrush
Semrush is a leading SaaS platform for online visibility management, enabling global businesses to optimize their digital marketing efforts with measurable results. With over 16 years of development, numerous awards, and a public listing on NYSE, we serve over 10 million users worldwide and have a team of over 1,700 employees.
Our Diversity, Equity, and Inclusion Commitment
Semrush is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment. 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 other protected categories.
We look forward to welcoming our new colleague!
Your application will be handled confidentially. Please apply directly on our website.
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