Scaled Customer Success Manager DACH at Serrala

Serrala; Barcelona; Presencial; EUR 70.000 - 100.000; Jornada completa

Descripción de la vacante

Serrala is hiring a Scaled Customer Success Manager for the DACH region, based in Barcelona. The role is on-site and requires native German and professional English, with a focus on retention, expansion, and scalable customer programs.

You will manage high-volume accounts, leverage Planhat and Salesforce, and partner with Sales and Product to drive value post-migration. You will own lifecycle initiatives from onboarding through renewal, align with cross-functional teams, and help scale customer

Formación

• 5+ years in Customer Success, Account Management, or large-program strategy and execution.
• Experience managing high account volume, typically 200+.
• 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.
• Technical Experience with Salesforce or an equivalent CRM.

Responsabilidades

• Own migration and adoption: cloud readiness, cutover, and adoption post go-live.
• Co-own Gross Revenue Retention (GRR) and drive renewal readiness across a large portfolio.
• Design lifecycle programs covering adoption, renewal prep, and expansion awareness.
• Identify upsell and cross-sell opportunities through customer insights and usage data.
• Maintain automated health scoring and high-quality CRM data for forecasting.
• Develop and optimize scalable programs and playbooks to improve retention and expansion.
• Collaborate cross-functionally with Sales, Consulting, Support, and Product to stay aligned.

Conocimientos

Customer Success

Account Management

German (Native)

English Proficiency

Salesforce CRM

Data Analysis

Herramientas

Planhat

Salesforce

Descripción del empleo

Apply for Scaled Customer Success Manager DACH at Serrala in Barcelona, CT, ES. This Full time on site position offers great opportunities for career growth. Scaled Customer Success Manager DACH Location: Barcelona, Spain Contract: full time & indefinite Language(s): Native German required, full professional proficiency in English 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:

Key Responsibilities

1. Migration Ownership Own the customer relationship through migration Cloud: readiness, cutover, and adoption in the weeks after go live
   Track and report cutover acceptance, adoption, and sentiment as part of the program's KPI reviews
   Lead customer communication ahead of migration: set the value case, collaborate with onboarding Teams, support webinars, and keep customers informed as their wave approaches
   Spot churn risk early and bring in the right support - executive sponsorship, a tailored migration plan, or a direct conversation - before it becomes a retention issue
   Partner with the implementation partner and Migration team on delivery, while keeping ownership of the customer relationship
   Feed risks, blockers, and customer feedback into the Transformation Office so they get resolved at the right level
2. Retention and 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
3. From QBR to Scaled Engagement Design and run lifecycle programs covering adoption, renewal preparation, and expansion awareness You support demo and value-based selling for Cloud Run QBRs and EBRs with your most strategic accounts Assign escalations to the right team and bring them to resolution Work with Customer Marketing to align campaigns to the customer lifecycle 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
4. 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 your portfolio Work with Sales on renewal and expansion conversations once a customer's migration is stable - retention comes first, growth follows
5. Customer Health and 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
6. Program Development and Optimization Continuously refine scaled programs to improve retention and expansion Identify automation opportunities to increase efficiency Partner with internal teams on smooth lifecycle handovers and enablement needs Gather structured customer feedback to inform Product and leadership roadmap priorities
7. 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 Alevate completed on plan 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.

Qualifications Mandatory

• 5+ years in Customer Success, Account Management, or large-program strategy and execution
• Experience managing high account volume, typically 200+
• Proven track record driving retention and expansion in SMB or Mid-Market segments
• 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
• Technical Experience with Salesforce or an equivalent CRM
• Working knowledge of on-premise deployment environments, alongside cloud
• Strong comfort working from dashboards, queues, and data signals
• Competencies Strong operational mindset and prioritization 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

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.

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.