Scaled Customer Success Manager DACH

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Scaled Customer Success Manager DACH

Location
:
Barcelona, Spain

Contract
: full time / indefinite

Language(s):
Fluent English and native-level German required.

Serrala is the global leader in finance process automation. For over 40 years, we have been advancing the office of the CFO with our award-winning suite of finance automation applications.

Our solutions streamline all working capital-related processes, including Order to Cash, Procure to Pay, Cash Flow Management, and Treasury, across both cloud and SAP environments.

Our 10+ hubs across Europe, North America, and India support over 2,800 clients worldwide, reflecting the trust we've built with a diverse global community.

Join us as we lead the future of finance automation!

Customer Success is a core pillar of Serrala’s revenue engine. The Scaled Customer Success Manager (CSM) is responsible for driving outcomes across a high-volume portfolio of SMB and Mid‑Market customers through a one‑to‑many, data‑driven engagement model. This role ensures predictable Gross Revenue Retention (GRR), consistent product adoption, and scalable expansion by leveraging automation, digital programs, structured playbooks, and health‑based prioritization.

As a key contributor to the DACH region, this position plays a central role in shaping and executing Serrala’s Tech‑Touch strategy. It is a high‑visibility role, essential to long‑term retention and regional growth.

• Co‑own Gross Revenue Retention across a large, high‑volume customer portfolio.
• Support the design and execution of Serrala’s scaled engagement strategy and Early Warning System.
• Monitor customer health signals using Planhat, Salesforce, and support data to identify risks early.
• Trigger churn mitigation playbooks proactively when indicators decline.
• Ensure renewal readiness through structured digital motions and targeted 1:1 interventions.
• Maintain predictable retention outcomes across all assigned customers.

• Design and deliver scalable lifecycle programs covering onboarding, adoption, renewal preparation, and expansion awareness.
• Work closely with Customer Marketing to ensure campaigns are aligned with retention and expansion goals.
• Recommend and help build digital engagement assets such as webinars, office hours, enablement programs, and automated campaigns.
• Create structured playbooks to reduce Time to Value and increase feature adoption.
• Use automation, segmentation, and health scoring to prioritize engagements effectively.
• Identify upsell and cross‑sell opportunities driven by product usage trends and customer signals.
• Collaborate with Account Managers to convert identified opportunities into qualified sales pipeline.
• Own CS‑qualified pipeline generation within the Digital/Scaled segment.
• Support pilot‑to‑rollout expansions and migrations within the SMB and Mid‑Market customer base.

• Maintain automated, data‑driven health scoring using adoption metrics, engagement, support activity, and renewal likelihood.
• Prioritize limited 1:1 interactions for high‑impact accounts within a large‑scale portfolio.
• Ensure CRM hygiene, forecasting accuracy, and data completeness.
• Provide regular portfolio insights, risks, and opportunities to leadership.

• Continuously refine scalable engagement programs to improve retention and expansion effectiveness.
• Identify automation opportunities to increase operational efficiency.
• Work with CS Operations and Customer Marketing to strengthen the scaled CS motion.
• Gather structured customer feedback to inform Product, Marketing, and Senior Leadership toward roadmap and program improvements.

• Partner with Sales, Consulting, Support, and Product teams to ensure customer alignment and seamless lifecycle transitions.
• Escalate recurring customer friction points to drive systemic improvements.

• Strong GRR performance across a high‑volume customer base.
• Reduced reactive churn through proactive health‑based engagement.
• Effective…