Strategic Customer Success Manager, NA

Overview

Strategic Customer Success Manager, NA

Location:
Chicago Office or Remote, North America (US & Canada) - To support effective team collaboration and meet the role's demands, we are seeking candidates who are located in or can align their working hours with the Eastern Standard Time (EST) zone or the Central Standard Time (CST) zone.

Employment Type:
Full-time/Permanent

Travel:
Willingness and ability to travel is an essential function of all jobs at the company unless otherwise advised by your manager or Human Resources at the time of hire or promotion. Approximately up to 5%

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!

Success in this position is defined by measurable achievements across three key areas:
Retention, Revenue, and Referenceability - referred to as the "3R approach." Your performance will also be reflected in your strong partnership with the global Account Management Team.

• You consistently maintain a low customer churn rate (GRR) by proactively securing renewals and fostering customer growth.
• By thoroughly understanding each customer's needs and challenges, you are able to identify and pursue expansion opportunities.
• Through close collaboration with Solutions Architects and Account Managers, you contribute effectively to closing these opportunities and supporting business growth.
• With clear demonstration of ROI and consistent value delivery, you steadily increase the number of active customer advocates each quarter.
• Your customers demonstrate strong engagement during Quarterly Business Reviews (QBRs), reflecting the success of your targeted and effective success plans.
• You take full ownership of customer outcomes, guiding clients through key milestones and developing strategies tailored to their individual goals.
• The Customer Success team is recognized as an essential partner to the global Sales Team in both identifying and delivering successful client results.
• You actively lead, drive, and execute plans, while clearly communicating progress and outcomes

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Core duties and responsibilities include (but are not limited to) the following:

• Customer Health Management:
  Own accurate health-score that blends leading indicators (feature adoption, NPS, executive sponsorship) with lagging ones (renewal likelihood, support sentiment); trigger proactive playbooks as soon as a score dips, and build advocacy based on Value Realization.
• Quarterly Business Reviews (QBRs):
  Create and present quarterly business reviews for senior leadership to demonstrate the value delivered and establish a roadmap outlining customer outcomes, key milestones, and strategic priorities.
• Value Creation & Success Plans:
  Develop tailored success plans to drive adoption, maximize product value, and help customers achieve their business objectives with Serrala’s solution. Ensure Value health check in close partnership with the Solution Architects/Value Engineering Team and create appropriate plan for each of your customer to retain and grow them
• Retention:
  Own logo retention strategies:
  Create, drive and execute churn mitigation plan to ensure high logo retention. Own GRR through renewals and minimized churn
• Expansion:
• Actively collaborate with the Account Manager to create Account Plans for each customer
• Identify customer´s business challenge, transform into upsell or cross-sell opportunities, collaborate to bring to close.
• Reporting & Ownership:
  Regularly update senior leadership on customer plans, initiatives, and results.
• Reference &…