Offer summary

Qualifications:

Proven experience in customer onboarding and product adoption strategies., Strong technical acumen and operational excellence in managing complex projects., Ability to lead and develop a high-performing global team., Experience in cross-functional collaboration with Sales, Product, and Customer Success teams..

Key responsibilities:

Lead the end-to-end onboarding experience for Enterprise Platform customers.

Design and scale an enterprise-grade onboarding framework to enhance product adoption.

Collaborate with cross-functional teams to ensure a seamless customer journey.

Monitor onboarding metrics and report on key performance indicators to executive stakeholders.

Job description

The Director Enterprise Customer Onboarding and Product Adoption will lead the end-to-end onboarding experience and product adoption strategy for Semrush’s Enterprise Platform customers. This role is accountable for optimizing and standardizing time to value (TTV), ensuring seamless multi-product integration into customer workflows, and driving early and sustained product success.

As a strategic and hands-on leader, you will oversee a global team, partner cross-functionally with Sales, Product, Analytics, and Customer Success, and leverage data and AI-driven tools to continuously improve customer onboarding, product activation, and retention outcomes. You are operationally sharp, have strong technical acumen and leverage process to execute against company and customer objectives.

Enterprise Onboarding Strategy: Design and scale an enterprise-grade onboarding framework that supports complex, multi-product adoption aligned with customer goals.
Accelerate Time to Value: Drive measurable outcomes by reducing TTV, increasing product utilization, and ensuring value realization early in the customer lifecycle.
Establish best-in-class processes to enhance operational efficiency and ensure scalable growth.
Customer-Centric Execution: Ensure every onboarding touchpoint delivers a world-class customer experience and sets the foundation for long-term partnership and retention.
Cross-Functional Orchestration: Collaborate with Product, Sales, and Customer Success teams to drive joint accountability and unified execution across the customer journey.
Enablement & Playbooks: Partner with CS Enablement to create, refine, and scale onboarding playbooks and product adoption best practices that support repeatable excellence.
Team Leadership & Development: Lead and grow a high-performing, globally distributed team. Foster a culture of accountability, customer obsession, and data-driven decision-making.
Operational Excellence: Implement metrics and capacity planning to optimize productivity, quality of delivery, and resource allocation across regions and functions.
Analytics & Continuous Optimization: Leverage data insights to monitor onboarding health, inform strategy, and continuously improve onboarding and adoption workflows.
Executive Reporting: Own reporting on onboarding KPIs, including TTV, adoption rates, satisfaction scores, and early churn indicators — delivering actionable insights to executive stakeholders.

Required profile