Scaled Customer Success Manager DACH 

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.

Key Responsibilities

1. Retention & GRR Ownership

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.

2. Scaled Lifecycle & Digital Engagement

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.

3. Expansion Collaboration

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.

4. Customer Health & Data Management

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.

5. Program Development & Optimization

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.

6. Cross-Functional Collaboration

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.

What Success Looks Like (3R Framework)
Retention

Strong GRR performance across a high‑volume customer base.
Reduced reactive churn through proactive health‑based engagement.
Effective support of customer migrations and lifecycle transitions.

Revenue

Clear and measurable CS-qualified pipeline contribution.
Consistently surfaced and validated expansion opportunities.

Referenceability

Higher engagement across scaled programs and campaigns.
Positive customer feedback and adoption milestones.
Increased participation in surveys, digital events, and advocacy moments.

Success in this role means delivering predictable customer outcomes through structure, automation, and disciplined prioritization—not high‑touch enterprise management.

Qualifications
Mandatory

• 5+ years experience in Customer Success, Account Management, or program-led customer engagement.
• Experience managing a large-scale portfolio (200–500+ accounts).
• Proven ability to drive retention and expansion in SMB or Mid-Market segments.
• Fluent English and native-level German required.

Technical Skills

• Proficiency with Salesforce or equivalent CRM.
• Experience with Customer Success platforms (Planhat preferred).
• Strong analytical skills; comfortable working from dashboards, queues, and health signals.

Core Competencies

• Strong operational and process-driven mindset.
• Excellent written and verbal communication skills.
• Commercial awareness and confidence navigating renewals.
• Ability to scale impact through automation and digital programs.
• Data-driven approach to prioritization and decision-making.

Why you’ll love it here 

Step into a dynamic, agile workplace where continuous learning is championed by leadership, and innovation in finance automation is fuelled by cutting-edge tech, AI integration, and strategic SAP transformation. We partner with the best to stay ahead - so you can too. 

At our core, we're Reliable, Passionate, Empowering, and Enterprising - committed to lasting customer and employee relationships, bold innovation, and your growth every step of the way.