DACH Scale-Up Customer Success Manager

Serrala; Barcelona; Presencial; EUR 55.000 - 85.000; Jornada completa

Descripción de la vacante

Serrala is seeking a Scaled Customer Success Manager to oversee a large portfolio of SMB and Mid-Market customers through a data-driven engagement model. You will design health scoring, Early Warning System, and scalable playbooks as the product line undergoes a major re- engineering.

You’ll own migration, retention, and expansion across cloud and on-premise environments. You will lead critical communications, drive renewal readiness, and coordinate with cross-functional teams to ensure a better

Formación

• 5+ years in Customer Success, Account Management, or large-program strategy and execution.
• Experience managing high account volume, typically 200+ accounts.
• Native German required, full professional proficiency in English.
• Familiarity with Customer Success platforms such as Planhat.
• Comfortable building structure from ambiguity, with no established process to lean on.

Responsabilidades

• Own the success of a high-volume portfolio of SMB and Mid-Market customers through a scaled, data-driven engagement model.
• Design and implement health scoring, Early Warning System, and playbooks for a re-engineered product line.
• Manage migration projects, retention, and renewal readiness across the portfolio.
• Lead QBRs/EBRs with strategic accounts while coordinating with Sales, Onboarding, and Migration teams.

Conocimientos

Customer Success

Account Management

Data-driven decision making

Stakeholder management

CRM (Salesforce)

German language

English language

Herramientas

Planhat

Salesforce

CRM systems

Descripción del empleo

Serrala is seeking a Scaled Customer Success Manager to oversee a large portfolio of SMB and Mid-Market customers through a data-driven engagement model. You will design health scoring, Early Warning System, and scalable playbooks as the product line undergoes a major re- engineering.

You’ll own migration, retention, and expansion across cloud and on-premise environments. You will lead critical communications, drive renewal readiness, and coordinate with cross-functional teams to ensure a better