Location:  Barcelona area (hybrid or remote)

Contract: full time / indefinite  

Language(s): business fluency in German and English

Travel: Occasional travel to Hamburg HQ and regional customer meetings

Customer Success is a core pillar of Serrala’s revenue organization.
The Customer Success & Operations Manager is responsible for ensuring the success, stability, growth, and operational excellence of the Standard Segment portfolio in DACH.

This role combines portfolio ownership, renewal governance, pipeline generation, and operational program leadership. It requires a highly structured, data-driven, and commercially aware professional who can drive measurable business impact in a multi-product SaaS environment.

This is a high‑visibility role with significant cross‑functional exposure and direct contribution to Serrala’s growth and 3R performance (Retention, Revenue, Referenceability).

Key Responsibilities

1. Retention & Portfolio Stability

• Co-own Gross Revenue Retention (GRR) for the DACH Standard portfolio.

• Maintain predictable renewal outcomes through structured, proactive renewal governance.

• Identify churn risks early using health scores and behavioral indicators.

• Lead churn mitigation plans in partnership with Account Management and Consulting.

• Drive migrations, upgrades, and lifecycle transitions when applicable.

2. Customer Success Pipeline Ownership

• Own CS-qualified pipeline generation for the Standard Segment in DACH.

• Identify upsell and cross-sell opportunities based on adoption patterns and lifecycle signals.

• Collaborate with Account Managers to convert CS-driven opportunities into revenue pipeline.

• Track, forecast, and report on CS‑sourced pipeline performance.

3. Operations & Program Governance

• Define and lead operational initiatives supporting the Standard segment.

• Build and implement playbooks for renewals, adoption recovery, and migrations.

• Establish KPIs and dashboards for retention, pipeline, and operational performance.

• Ensure CRM hygiene, forecasting discipline, and structured monthly reporting.

• Own operational accuracy from initiative design through execution and impact reporting.

4. Customer Health & Data Discipline

• Oversee automated health scoring combining adoption, engagement, support and renewal likelihood.

• Use data insights to prioritize customer interventions and focus areas.

• Ensure structured documentation and CRM data accuracy across the portfolio.

• Provide leadership with consistent risk forecasting and portfolio analytics.

5. Cross-Functional Project Leadership

• Lead initiatives and projects involving Sales, Support, Product, Consulting, and RevOps.

• Identify and escalate systemic friction points through root-cause analysis.

• Define project scope, milestones, owners, and performance metrics.

• Report project progress, impact, and mitigation plans to stakeholders.

What Success Looks Like – 3R Framework

Retention

• Strong GRR and NRR across the Standard DACH portfolio.

• Reduced reactive churn and strengthened customer lifecycle management.

• Successful migrations and transitions increasing platform stickiness.

Revenue

• Consistent contribution to CS-qualified pipeline, with structured opportunity identification.

• Measurable impact on expansion and renewal-driven revenue.

Referenceability

• Increased advocacy pipeline and enhanced participation in advocacy programs.

• Improved cNPS and positive customer feedback trends.

Success in this role means delivering stability, predictability, operational clarity, and measurable revenue impact.

Qualifications

Mandatory Requirements

• 5+ years in Customer Success, Operations, Program Management or related roles in B2B SaaS.

• Experience managing SMB or Mid-Market customer portfolios.

• Proven track record leading structured projects from design to execution.

• Demonstrated ability to build KPIs, dashboards, and reporting frameworks.

• Native or business-fluent German.

• Business-fluent English.

Technical Skills

• Proficiency in Salesforce (required).

• Experience with CS platforms such as Planhat (preferred).

• Strong analytical skills; comfortable with dashboards, forecasting, and reporting.

Competencies

• Strong project leadership and execution discipline.

• Operational, structured, and process-oriented mindset.

• Commercial acumen and renewal fluency.

• Data-driven decision-making and prioritization.

• Executive-level communication and stakeholder management.

• Ability to coordinate across multiple departments and manage matrix collaboration.