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Onboarding Specialist (Customer Success Team) | Semrush

Onboarding Specialist (Customer Success Team)

Philadelphia, United States

Semrush is a leading digital marketing toolkit for SEO, PPC, and content marketing professionals worldwide, with 7 million marketers who have already used Semrush to improve online marketing activities, monitor their website’s performance, as well as the competitor’s one.
With over 45 tools within the software and search data for 140 countries, Semrush provides solutions for in-house marketing teams and agencies working with clients in any industry. Semrush is an absolute leader helping good marketers become great!

Sitting on our Customer Success Team, the Onboarding Specialist will oversee the onboarding and training of new clients through regular engagement and support, bringing awareness of all capabilities within the tools and assisting in finding solutions based on their needs. 

Key responsibilities

  • Facilitate introduction calls and demonstrations to new clients to provide training and build rapport throughout the onboarding process. ​
  • Consult and analyze client difficulties and pain points by identifying digital marketing goals and delivering solutions to achieve goals through active utilization of the software suite. ​
  • Promote awareness and training of all capabilities within the software to ensure ease of use and create value. ​
  • Provide ongoing support and increase client retention through regular communications, meetings, and demonstrations in order to resolve technical questions and support a positive SEO journey. ​
  • Drive efficiencies in processes by creating customized workflows and toolkits and providing coaching to clients. ​
  • Analyze client results and performance and uphold a service-first approach to achieve collective goals and exceed client expectations​
  • Identify and act on potential opportunities of additional services for clients and communicate with the sales team. ​
  • Regularly collaborate with the onboarding team creating strategies on client outreach approaches, new processes, and increased trainings. Discuss successes and obstacles as a team to find solutions. ​
  • Support team goals by contributing to the amount of training demonstration completions and exceeding metrics. ​
  • Communicate and collaborate with Customer Service Specialists to transition clients who have successfully completed the onboarding process.

Job requirements

  • Bachelor’s Degree/equivalent in a related field
  • 2 years of experience in a customer account or support role​
  • Excellent written and verbal communication skills​
  • Highly organized with excellent time management skills​
  • Ability to build relationships and work collaboratively within a team environment​
  • Self-motivated and ability to meet deadlines and work independently ​
  • Desire to continuously grow and develop skills​
  • Technically savvy and adaptable in a constantly changing environment. Ability to quickly master new technology​
  • Familiarity with the SEO marketplace and Google Analytics


  • Medical, Dental and Vision Care
  • 401(k) plan with Dollar for Dollar company match up to 3% and an additional 50% match on the next 2% you contribute- for a total of 4% company matching funds- EMPLOYER CONTRIBUTIONS ARE FULLY VESTED FROM DAY ONE!
  • Short Term & Long Term Disability
  • Life Insurance
  • Flexible work hours
  • FREE snacks and drinks

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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