Standard Customer Success Manager EMEA 

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 Customer Success Manager (CSM) – Dutch Speaker owns a portfolio of customers within the Standard and Tech‑Touch segments in the EMEA region. The role is responsible for delivering measurable value, ensuring an exceptional customer experience, and driving long-term retention and expansion. By enabling customers to achieve their business outcomes with Serrala’s solutions, this role directly contributes to predictable Gross Revenue Retention (GRR), sustainable growth, and increased advocacy.
The position requires strong commercial awareness, structured execution, and ownership across renewals, pipeline generation, and lifecycle engagement.

Key Responsibilities

1. Value Delivery & Customer Experience

Develop and maintain structured Success Plans aligned with customer business goals.
Ensure customers achieve measurable value from Serrala solutions.
Drive product adoption and outcome achievement throughout the lifecycle.
Lead value-based discussions that position Serrala as a long-term strategic partner.
Maintain a proactive, consistent, and high‑quality customer experience.
Secure value realization as the foundation for retention and expansion.

2. Retention – GRR Ownership

Own Gross Revenue Retention for the assigned customer portfolio.
Lead renewal readiness with early planning and engagement.
Identify and mitigate churn risks using health signals and executive alignment.
Drive migrations, upgrades, and lifecycle transitions as necessary.

3. Expansion & CS Pipeline

Identify upsell and cross-sell opportunities based on customer goals and adoption levels.
Own Customer Success–qualified pipeline generation within the portfolio.
Collaborate closely with Account Managers to convert CS-qualified opportunities into active sales pipeline.
Support expansion discussions by clearly articulating value propositions and ROI.

4. Standard & Tech‑Touch Engagement

Manage a mixed portfolio across Standard and Tech-Touch engagement models.
Use digital programs, lifecycle campaigns, webinars, and targeted 1:1 interactions to drive adoption.
Apply health data to prioritize engagements and maximize impact.
Reduce reactive escalations through proactive value and adoption momentum.

5. Referenceability & Advocacy

Translate successful value realization into customer advocacy.
Identify candidates for case studies, testimonials, and reference calls.
Strengthen executive relationships to foster trust and long-term partnership.
Increase customer participation in surveys, events, and community initiatives.

6. Customer Health & Reporting

Maintain accurate and predictive health scoring.
Ensure strong CRM hygiene and structured documentation.
Provide clear reporting on value delivery, GRR, pipeline contributions, and risk status.
Share portfolio insights and trends with leadership.

Success Indicators (Serrala 3R Framework):

Retention - Strong GRR performance supported by proactive value engagement and risk mitigation.

Revenue - Measurable CS-qualified pipeline contribution; Consistent and disciplined expansion identification.

Referenceability - Increased customer advocacy and positive experience signals; Broader participation in reference activities.

Success in this role means delivering measurable business value that naturally results in high retention, growth, and advocacy.

Qualifications
Mandatory

• 3–5+ years of experience in Customer Success or Account Management in a B2B SaaS environment.
• Experience managing SMB or Mid‑Market customer portfolios.
• Demonstrated ability to drive renewals and expansion through value-led engagement.
• Native or business‑fluent Dutch.
• Business‑fluent English.

Technical Skills

• Experience with Salesforce or similar CRM tools.
• Familiarity with Customer Success platforms (e.g., Planhat) preferred.
• Strong ability to work with data, interpret health signals, and prioritize accordingly.

Core Competencies

• Strong customer‑centric and value-based mindset.
• Commercial awareness and sound business judgment.
• Structured, disciplined, and detail-oriented execution.
• Data-driven thinking and decision-making.
• Clear, confident communication skills.

Next steps: Simply apply here via the internal job market - we will contact you as soon as possible. Good to know: We will contact you first - your current manager will not be informed about your internal application.  
This role is based in: Barcelona 
 
EEO Statement
We are proud to be an equal opportunity workplace. We celebrate and support diversity by providing equal employment opportunities regardless of race, creed, color, religion, age, sex, national origin, disability or handicap, genetics, protected veteran status, sexual orientation, gender identity or expression, arrest record, or any other characteristic protected by federal, state, or local laws.