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Prepare stories on reducing churn, redesigning support workflows, and scaling CS motions. Expect questions on health scoring, escalation paths, tooling (CRM/helpdesk), and how you balance customer advocacy with product constraints at a growth-stage marketing SaaS company.
Strong fit if you have led both customer success and support operations in B2B SaaS and can own outcomes plus the operating system behind them. Weaker fit if your background is pure sales leadership or individual-contributor support without org-building experience.
As Head of Customer Success and Support Ops at Semrush, a typical day centers on retention, expansion readiness, and support reliability for a product-led SaaS base. You would review health and ticket trends, unblock escalations with product and engineering, and align CS managers and support leads on SLAs, playbooks, and capacity. Afternoons often include customer or partner risk reviews, process design for handoffs, and reporting on churn drivers, CSAT, and queue performance to leadership.
Prioritize SaaS retention metrics, support ops design (SLAs, tiering, tooling), cross-functional influence with product, and people leadership for CS and support teams. No certification list was provided for this occupation family.
The listing flags remote as no and places the job in California, United States—confirm work location and hybrid expectations with the recruiter.
Typically the systems, staffing models, SLAs, and tooling that make support predictable while Customer Success owns ongoing value and retention.
Quantified retention or expansion results, support quality/SLA improvements, team leadership scope, and experience with SaaS products used by marketing or growth teams.
Website: semrush.com
Public cache only — not an employee review.
Head of Customer Success and Support Ops at Semrush Inc.California, US Position Summary Semuash Inc. is seeking a dynamic Head of Customer Success and Support Operations to lead our customer success initiatives and ensure seamless support experiences for our global user base. This role will be pivotal in driving customer satisfaction, retention, and advocacy. Key Responsibilities Develop and implement comprehensive strategies for customer success and support operations. Oversee the Customer Success team to enhance customer onboarding, adoption, and long-term value realization. Manage the Support Operations team to ensure efficient issue resolution and customer satisfaction. Analyze customer feedback and data to inform product development and operational improvements. Collaborate with cross-functional teams including Sales, Product, and Marketing to align on customer success goals. Skills & Qualifications Proven experience in Customer Success or Support Operations leadership role within a SaaS company. A deep understanding of customer journey mapping and lifecycle management. Strong analytical skills with the ability to interpret data to drive decision-making. Excellent communication, interpersonal, and problem-solving abilities. Experience in building and managing high-performance teams. More About Semrush Inc. Semuash Inc. is a brand visibility platform that empowers marketers to command their online presence and create measurable impact. We unify SEO authority and AI visibility, ensuring brands are found, cited, and chosen everywhere search happens. With the trust of over 28 million users, from scaling startups to Fortune 500 companies, Semrush has established itself as a leader in digital marketing solutions. Apply Today To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there. Join us and help shape the future of customer success at Semrush Inc.
Generated for personal interview prep · 2026-08-03 UTC · getajob.ai