Customer Success & Operations Manager DACH

Serrala; Hamburg; Vor Ort; EUR 90.000 - 120.000; Vollzeit

Zusammenfassung

Serrala, a global leader in finance process automation, seeks a Customer Success & Operations Manager for the DACH Standard portfolio. You’ll drive revenue stability and operational excellence in a multi-product SaaS environment, owning renewals, pipeline, and cross-functional initiatives with high visibility.

This role requires data-driven strategy, structured governance, and the ability to collaborate across Sales, Support, Product, Consulting, and RevOps to deliver measurable business impact.

Qualifikationen

• Experience 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.

Aufgaben

• Co-own Gross Revenue Retention (GRR) for the DACH Standard portfolio.
• Maintain predictable renewal outcomes through structured 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.
• 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.
• 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.
• 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.
• Lead initiatives and projects involving Sales, Support, Product, Consulting, and RevOps.
• Identify and elevate systemic friction points through root-cause analysis.
• Define project scope, milestones, owners, and performance metrics.
• Report project progress, impact, and mitigation plans to stakeholders.

Kenntnisse

German fluency

English fluency

Customer success leadership

Data analytics

Tools

Salesforce

Planhat

Jobbeschreibung

Language(s): business fluency in German and English

Travel: Occasional travel for regional customer meetings

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 & 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

• 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 elevate 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.
• 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

• Experience 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.

Technical Skills

• Proficiency in Salesforce (required).
• Experience with CS platforms such as Planhat (preferred).
• Strong analytical skills; comfortable with dashboards, forecasting, and reporting.
• 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.

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, Enterprising - committed to lasting customer and employee relationships, bold innovation, and your growth every step of the way.