.VP, Customer Intelligence and Insights (Retention Division) Customer Success location_on SpainHi 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.This is our role Vice President, Customer Intelligence and Insights for those who are goal and success-oriented.Semrush's Retention division is evolving its strategy and critical to this evolution is the goal of increasingly becoming a customer-centric and data-driven growth engine.
The division is on a journey to create a high-performing customer success program enabled by a set of modern capabilities and sophisticated data insights.
Expected outcomes of this evolution are improved growth and retention, improved efficiency/effectiveness through a data-driven DNA, and elevated maturity to drive success at scale.
This newly created role is critical to bringing this customer success vision to life.Are you a data-driven leader with a passion for uncovering actionable insights that drive business growth?
Do you thrive in a fast-paced, collaborative environment where you can make a tangible impact?
Reporting to the Chief Customer and Data Officer, the VP of Customer Intelligence and Insights will be responsible for embedding the value of customer insights into the decisions and actions around all strategic initiatives and tactics so the division can generate meaningful value across all customer segments and touchpoints, and continue to develop deep customer loyalty.Develop and execute a comprehensive customer insights strategy to support customer-impacting priorities and shape customer success actions.Oversee the analysis and utilization of customer data, including profiles, behaviors, sentiments, trends, and preferences.Run insights, reporting & analytics for our post-sales division, encompassing customer success and support.Identify opportunities based on insights and act as an influencer to drive business decisions.
Proactively monitor performance and customer behavior and guide the division on trends and emerging hotspots across our customer base.Develop data 'products' in partnership with IT and our Analytics Center of Excellence to provide customer intelligence to the division and the business.Build/implement mechanisms to leverage quantitative and qualitative data to help us fuel our strategy, reduce churn, and increase lifetime value.Partner with other divisions to ensure we architect and imagine future measurement needs and capabilities considering an ever-changing data landscape, building the future of our customer intelligence ecosystem.Lead, manage, and build a diverse insights and analytics team across specializations, recruiting, retaining, and developing talent accordingly.
Cultivate a high-performance culture within the team, focusing on innovation, solutions ownership, and accountability