Onboarding Consultant (Onboarding Services Team)

About the position The Onboarding Consultant will own the first 30-60 days of the post-sale journey for new and recently upgraded customers, ensuring their success by developing and executing tailored onboarding and implementation plans aligned with their business goals. This role involves quickly identifying customer priorities and mapping them to Semrush product capabilities to drive adoption and deliver measurable early wins. The consultant will build strong relationships with key stakeholders, act as a trusted advisor providing strategic recommendations and best practices, and adapt onboarding strategies to meet unique customer needs. They will also serve as the voice of the customer within Semrush, advocating for improvements and staying informed about industry conditions. Additionally, the role includes identifying opportunities for deeper alignment, such as upsells and new contacts, and collaborating closely with Sales and Customer Success Managers to ensure a seamless transition and ongoing success. Performance tracking and reporting on onboarding KPIs, usage, and customer feedback are also key responsibilities to continuously improve the onboarding program.

Responsibilities

• Own the first 30-60 days of the post-sale journey, ensuring new and recently upgraded customers are set up for success.
• Develop and execute tailored onboarding and implementation plans aligned with each customer’s business goals.
• Identify customer priorities quickly and map them to Semrush product capabilities.
• Drive adoption of key features to expedite value realization and deliver measurable early wins.
• Build strong relationships with key stakeholders quickly during onboarding to accelerate trust and time-to-value.
• Identify new contacts within customer organizations and pass them to the long-term account team for continued success.
• Act as a trusted advisor during onboarding by providing strategic recommendations and best practices.
• Be customer-obsessed and scrappy, adapting onboarding strategies to meet unique customer needs and timelines.
• Act as the voice of the customer within Semrush, advocating for improvements and enhancements based on customer needs and feedback.
• Stay informed about customer strategic objectives, relevant industry conditions, and competitive intelligence to identify opportunities and risks.
• Spot opportunities for deeper alignment between the customer and Semrush.
• Surface upsell opportunities, uncover new points of contact, and build on Sales-led conversations to strengthen long-term growth potential.
• Work closely with Sales and Customer Success Managers to provide a seamless transition from sale to ongoing success.
• Ensure smooth handoff by delivering clear documentation of customer goals, progress, and adoption milestones.
• Monitor onboarding KPIs, usage, and customer feedback.
• Share actionable insights with both customers and internal teams.
• Surface patterns and challenges to continuously improve the onboarding program.

Requirements

• 4–6+ years of experience in Customer Onboarding, Customer Success, Account Management, Solutions Engineering, or a related role.
• Experience with enterprise customers in MarTech or SaaS is strongly preferred.
• Proven ability to quickly build trust and credibility with stakeholders at all levels, from hands-on practitioners to senior executives.
• Skilled at uncovering customer needs and designing tailored onboarding strategies that drive early adoption and measurable business value.
• Strong verbal and written communication skills, with the ability to translate complex product capabilities into clear, actionable outcomes for both technical and non-technical audiences.
• Adept at using customer data and insights to guide decisions, measure success, and identify opportunities for growth.
• Demonstrated ability to manage multiple onboarding projects simultaneously, ensuring timely delivery and consistent customer outcomes.
• Comfortable navigating ambiguity, working in a fast-paced global environment, and thriving through change.
• You share our values: Trust (we speak up and bring our authentic selves), Sense of Ownership (we commit to work we believe in), and Constant Change (we continuously seek ways to make things better).

Nice-to-haves

• Understanding of digital marketing technologies such as SEO, SEM, content marketing, analytics, CRM, and marketing automation.
• Experience with enterprise-level marketing and SEO platforms such as BrightEdge, Conductor, Botify, SimilarWeb, or others.

Benefits

• Unlimited PTO
• Low cost medical, dental, and vision plans
• Life insurance
• Accidental death and dismemberment (AD&D) insurance
• Dependent Care Savings Accounts and Flexible Spending Accounts
• Health Saving Account
• Short-term and long-term Disability
• Employee Assistance Program
• Employee Resource Groups
• 401(k) plan
• Paid parental leave
• Relief Fund
• Travel coverage