Scaled Customer Success Manager, NA

Serrala; Chicago (IL); Hybrid; CAD 88,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Paid Parental Leave

401(k) matching

Phone and internet reimbursement

Employee Assistance Program

LifeMart – discounts on travel, food,

Regus – mobile office space

Job summary

Serrala in North America is seeking a Scaled Customer Success Manager to own a high-volume SMB and Mid-Market portfolio across cloud and on-premise environments. You will design playbooks, health scoring, and an Early Warning System, building structure as the roadmap evolves while handling incomplete data.

You will manage roughly 80 to 200+ accounts, lead renewals, drive adoption and expansion, and partner with CS Ops, Sales Ops, and Marketing to build scalable, data-driven customer success

Qualifications

• 5+ years in Customer Success, Account Management, or large-program strategy and execution.
• Experience managing high account volume, typically 80–200+.
• Proven track record driving retention and expansion in SMB or Mid-Market segments.
• Comfortable building structure from ambiguity, with no established process to lean on.

Responsibilities

• Own the scaled customer success program for a high-volume SMB/Mid-Market portfolio.
• Design playbooks, health scoring, and Early Warning System for data-driven engagement.
• Manage renewals across a growing mix of cloud and on-premise customers.
• Collaborate with CS Ops, Sales Ops, and Marketing to improve data quality and reporting.
• Drive expansion opportunities through upsell/cross-sell and customer insights.

Skills

Customer Success

Account Management

Renewal management

Data-driven decision making

Ambiguity handling

Tools

Salesforce

Planhat

Job description

Location

Chicago Office or Remote, North America (US & Canada)

Employment Type

Full-time/Permanent

Travel

Willingness and ability to travel is an essential function of all jobs at the company unless otherwise advised by your manager or Human Resources at the time of hire or promotion. Approximately up to 5%

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

You will manage a mixed portfolio spanning cloud and on-premise environments, scaling from roughly 80 customers today to 200+ as the model matures through better data hygiene, standardized engagement frameworks, and progressive automation.

Today, the role runs a high-engagement, digital-first cadence with your most strategic accounts, roughly 50% of the book, including QBRs, while managing renewals across the rest. As the model matures, you will lead the shift of this majority of the portfolio toward a fully scaled motion.

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

Your Day to Day

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Core duties and responsibilities include (but are not limited to) the following:

• Retention & 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
• From QBR to Scaled Engagement
  • Design and run lifecycle programs covering adoption, renewal preparation, and expansion awareness
  • QBR and EBR with the most strategic customers of the segment
  • Ensure escalations are assigned to the appropriate Team and bring them to resolution
  • Partner with CS Ops and Sales Ops to improve data quality, health scoring, and reporting
  • Work with Customer Marketing to align campaigns to the lifecycle and support retention and expansion
  • 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
• 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 the Digital segment
• Customer Health & 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
• Program Development & Optimization
  • Continuously refine scaled programs to improve retention and expansion
  • Identify automation opportunities to increase efficiency
  • Partner with internal teams to ensure smooth customer lifecycle handovers, identify enablement needs, and maintain an end-to-end view of the segment.
  • Gather structured customer feedback to inform Product and leadership roadmap priorities
• 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 Serrala Finance Platform, as needed
• 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

What makes you excel in this position

The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Mandatory
  • 5+ years in Customer Success, Account Management, or large-program strategy and execution
  • Experience managing high account volume, typically 80–200+
  • Proven track record driving retention and expansion in SMB or Mid-Market segments
  • Comfortable building structure from ambiguity, with no established process to lean on
• Technical
  • Experience with Salesforce or an equivalent CRM
  • Familiarity with Customer Success platforms such as Planhat
  • Working knowledge of on-premise deployment environments, alongside cloud
  • Strong comfort working from dashboards, queues, and data signals
• Competencies
  • Strong operational mindset and prioritation 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
    

Salary Range

United States: USD 63,000-75,000

Canada: CAD 88,000-110,000

The above annual base salary range represents a general guideline for the low and high end of the pay range for this position. However, the actual salary offered will be determined on various factors including but not limited to location, job-related skills, experience, relevant education, training as well as market and business considerations.

What's in it for you?

We have many benefits and perks available to you as a Serrala employee. Here are just a few...

• Medical, Dental, and Vision Insurance - available to you from your first day of employment
• Paid Parental Leave
• 401(k) - dollar for dollar matching up to 4% with immediate vesting and contribution eligibility beginning 30 days from the start of employment
• Up to a $275 monthly reimbursement for phone and internet
• Employee Assistance Program
• LifeMart - discounts on travel, food, products, and services
• Regus – mobile office space available for Serralians for team meetings, department gatherings, and project collaborations

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.