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! 

About the role:

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 didn't yet exist, on a product line being re-engineered in parallel. That means working with incomplete data, building structure as you go, and staying patient while the roadmap takes shape. We're looking for a resilient, can-do professional who is comfortable with ambiguity and builds the foundation rather than waiting for one.

You will manage 1,500+ customers spanning cloud and on-premise environments, and own their migration to Cloud. This is a multi-year transformation, not a routine renewal cycle, and you will own the customer relationship through it - protecting it, driving adoption, and making sure the move lands as a better experience rather than a disruption. You will be a key stakeholder of the Core Migration Team, and report progress into the program's weekly and monthly governance cadence.

The role will run a high-engagement cadence with the most strategic accounts (including QBRs), while managing renewals across the rest through scaled touchpoints. Your role is also central to other departments relying on health and customer experience information to make data-driven decisions. As the model matures, you will lead the shift of the majority of the portfolio toward a fully scaled motion, and drive that maturity through better data hygiene, standardized engagement frameworks, and progressive automation.

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

Key Responsibilities

1. Migration Ownership

• Own the customer relationship through migration Cloud: readiness, cutover, and adoption in the weeks after go live
• Track and report cutover acceptance, adoption, and sentiment as part of the program's KPI reviews
• Lead customer communication ahead of migration: set the value case, collaborate with onboarding Teams, support webinars, and keep customers informed as their wave approaches
• Spot churn risk early and bring in the right support - executive sponsorship, a tailored migration plan, or a direct conversation - before it becomes a retention issue
• Partner with the implementation partner and Migration team on delivery, while keeping ownership of the customer relationship
• Feed risks, blockers, and customer feedback into the Transformation Office so they get resolved at the right level

2. Retention and 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

3. From QBR to Scaled Engagement

• Design and run lifecycle programs covering adoption, renewal preparation, and expansion awareness
• You support demo and value-based selling for Cloud
• Run QBRs and EBRs with your most strategic accounts
• Assign escalations to the right team and bring them to resolution
• Work with Customer Marketing to align campaigns to the customer lifecycle
• 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

4. 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 your portfolio
• Work with Sales on renewal and expansion conversations once a customer's migration is stable - retention comes first, growth follows

5. Customer Health and 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

6. Program Development and Optimization

• Continuously refine scaled programs to improve retention and expansion
• Identify automation opportunities to increase efficiency
• Partner with internal teams on smooth lifecycle handovers and enablement needs
• Gather structured customer feedback to inform Product and leadership roadmap priorities

7. Cross-Functional Collaboration

• Partner with Sales, Consulting, Support, and Product to stay aligned
• Escalate systemic customer friction points

What Success Looks Like

Measured through Serrala's 3R Sales Framework:

Retention

• Strong GRR across a high-volume portfolio
• Reduced reactive churn
• Migrations to Alevate completed on plan

Revenue

• Clear CS-sourced pipeline contribution
• Expansion opportunities consistently surfaced to Sales

Referenceability

• Increased engagement across scaled programs
• Positive customer feedback and adoption milestones

Foundational Impact

• Improved CRM data completeness
• Better health score accuracy
• Standardized lifecycle playbooks

Success here means predictable outcomes delivered through structure, automation, and disciplined prioritization.

Qualifications

Mandatory

• 5+ years in Customer Success, Account Management, or large-program strategy and execution
• Experience managing high account volume, typically 200+
• Proven track record driving retention and expansion in SMB or Mid-Market segments
• Native German required, full professional proficiency in English
• Familiarity with Customer Success platforms such as Planhat
• Comfortable building structure from ambiguity, with no established process to lean on

Technical

• Experience with Salesforce or an equivalent CRM
• Working knowledge of on-premise deployment environments, alongside cloud
• Strong comfort working from dashboards, queues, and data signals

Competencies

• Strong operational mindset and prioritization discipline
• Excellent communication skills, written and verbal
• Commercial awareness and renewal fluency
• Ability to scale impact through automation
• Data-driven decision making
• Resilience and a proactive, building mindset in a greenfield environment

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.