Scaled Customer Success Manager, NA

Location

Chicago Office or Remote, North America (US & Canada)

Full-time/Permanent

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!

Customer Success is a core pillar of Serrala's revenue organization. The Scaled Customer Success Manager owns the success of a high-volume portfolio of SMB and Mid-Market customers through a one-to-many, data-driven engagement model.

This role is being built from the ground up. You will design the playbooks, health scoring, and Early Warning System that don't yet exist, on a product line that is being re-engineered in parallel. That means working with incomplete data, building operational structure as you go, and staying patient while the roadmap takes shape. We're looking for a resilient professional with a can-do attitude who is comfortable navigating ambiguity and proactively building the foundation rather than waiting for one.

You will manage a mixed portfolio spanning cloud and on-premise environments, scaling from roughly 80 customers today to 200+ as the model matures through better data hygiene, standardized engagement frameworks, and progressive automation.

Today, the role runs a high-engagement, digital-first cadence with your most strategic accounts, roughly 50% of the book, including QBRs, while managing renewals across the rest. As the model matures, you will lead the shift of this majority of the portfolio toward a fully scaled motion.

This is a high-visibility position, central to Serrala's retention and growth strategy in North America, and to shaping our Tech-touch approach going forward.

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:

• Retention & Gross Revenue Retention (GRR)
  • Co-own GRR for a large book of business
  • Help define and execute our scaled strategy, including the Early Warning System
  • Monitor customer health using Planhat, Salesforce, and support data, and act on risk signals
  • Trigger churn mitigation playbooks when indicators decline
  • Drive renewal readiness through structured digital touchpoints and targeted 1:1 conversations
  • Deliver predictable renewal outcomes across the portfolio
• From Q  to Scaled Engagement
  • Design and run lifecycle programs covering adoption, renewal preparation, and expansion awareness
  • Q  and E  with the most strategic customers of the segment
  • Ensure escalations are assigned to the appropriate Team and bring them to resolution
  • Partner with CS Ops and Sales Ops to improve data quality, health scoring, and reporting
  • Work with Customer Marketing to align campaigns to the lifecycle and support retention and expansion
  • Define needs for webinars, digital campaigns, office hours, and enablement programs
  • Build playbooks that reduce time to value and increase feature adoption
  • Use automation and segmentation to prioritize engagement
• Expansion Collaboration
  • Identify upsell and cross-sell opportunities through customer insights, stakeholder engagement, and usage data
  • Partner with Account Managers to convert expansion opportunities into pipeline
  • Own CS-qualified pipeline generation
  • Support pilot-to-rollout and migration motions across the Digital segment
• Customer Health & Data Management
  • Maintain automated health scoring across adoption, engagement, support signals, and renewal likelihood
  • Use data to prioritize 1:1 touchpoints within a high-volume portfolio
  • Keep CRM hygiene and forecasting accurate
  • Provide leadership with structured portfolio insights
• Program Development & Optimization
  • Continuously refine scaled programs to improve retention and expansion
  • Identify automation opportunities to increase efficiency
  • Partner with internal teams to ensure smooth customer lifecycle…