Descripción de la oferta
Select how often (in days) to receive an alert:Scaled Customer Success Manager DACHLocation :Barcelona, SpainContract :full time & indefiniteLanguage(s) :Native German required, full professional proficiency in EnglishSerrala 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 Responsibilities1. Migration OwnershipOwn the customer relationship through migration Cloud: readiness, cutover, and adoption in the weeks after go liveTrack and report cutover acceptance, adoption, and sentiment as part of the program's KPI reviewsLead customer communication ahead of migration: set the value case, collaborate with onboarding Teams, support webinars, and keep customers informed as their wave approachesSpot churn risk early and bring in the right support - executive sponsorship, a tailored migration plan, or a direct conversation - before it becomes a retention issuePartner with the implementation partner and Migration team on delivery, while keeping ownership of the customer relationshipFeed risks, blockers, and customer feedback into the Transformation Office so they get resolved at the right level2. Retention and Gross Revenue Retention (GRR)Co-own GRR for a large book of businessHelp define and execute our scaled strategy, including the Early Warning SystemMonitor customer health using Planhat, Salesforce, and support data, and act on risk signalsTrigger churn mitigation playbooks when indicators declineDrive renewal readiness through structured digital touchpoints and targeted 1:1 conversationsDeliver predictable renewal outcomes across the portfolio3. From QBR to Scaled EngagementDesign and run lifecycle programs covering adoption, renewal preparation, and expansion awarenessYou support demo and value-based selling for CloudRun QBRs and EBRs with your most strategic accountsAssign escalations to the right team and bring them to resolutionWork with Customer Marketing to align campaigns to the customer lifecycleDefine needs for webinars, digital campaigns, office hours, and enablement programsBuild playbooks that reduce time to value and increase feature adoptionUse automation and segmentation to prioritize engagementIdentify upsell and cross-sell opportunities through customer insights, stakeholder engagement, and usage dataPartner with Account Managers to convert expansion opportunities into pipelineSupport pilot-to-rollout and migration motions across your portfolioWork with Sales on renewal and expansion conversations once a customer's migration is stable - retention comes first, growth follows5. Customer Health and Data ManagementMaintain automated health scoring across adoption, engagement, support signals, and renewal likelihoodUse data to prioritize 1:1 touchpoints within a high-volume portfolioKeep CRM hygiene and forecasting accurateProvide leadership with structured portfolio insights6. Program Development and OptimizationContinuously refine scaled programs to improve retention and expansionIdentify automation opportunities to increase efficiencyPartner with internal teams on smooth lifecycle handovers and enablement needsGather structured customer feedback to inform Product and leadership roadmap priorities7. Cross-Functional CollaborationPartner with Sales, Consulting, Support, and Product to stay alignedEscalate systemic customer friction pointsWhat Success Looks LikeMeasured through Serrala's 3R Sales Framework:RetentionStrong GRR across a high-volume portfolioReduced reactive churnMigrations to Alevate completed on planRevenueClear CS-sourced pipeline contributionExpansion opportunities consistently surfaced to SalesIncreased engagement across scaled programsPositive customer feedback and adoption milestonesFoundational ImpactImproved CRM data completenessBetter health score accuracyStandardized lifecycle playbooksSuccess here means predictable outcomes delivered through structure, automation, and disciplined prioritization.QualificationsMandatory5+ years in Customer Success, Account Management, or large-program strategy and executionExperience managing high account volume, typically 200+Proven track record driving retention and expansion in SMB or Mid-Market segmentsNative German required, full professional proficiency in EnglishFamiliarity with Customer Success platforms such as PlanhatComfortable building structure from ambiguity, with no established process to lean onTechnicalExperience with Salesforce or an equivalent CRMWorking knowledge of on-premise deployment environments, alongside cloudStrong comfort working from dashboards, queues, and data signalsStrong operational mindset and prioritization disciplineExcellent communication skills, written and verbalCommercial awareness and renewal fluencyAbility to scale impact through automationResilience and a proactive, building mindset in a greenfield environmentWhy you'll love it hereStep 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'reReliable ,Passionate ,Empowering, andEnterprising- committed to lasting customer and employee relationships, bold innovation, and your growth every step of the way.[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.#J-18808-Ljbffr
