Scaled Customer Success Manager - Remote/Chicago

Serrala Group GmbH; Chicago (IL); Hybrid; USD 63,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) match

Job summary

Serrala Group GmbH in North America is seeking a Scaled Customer Success Manager to own a high-volume SMB/Mid-Market portfolio, guiding adoption, renewals, and expansion with a data-driven, one-to-many approach.

You will design playbooks, health scoring, and the Early Warning System, manage 80–200+ accounts across cloud and on-premise environments, and partner with CS Ops, Sales Ops, and Marketing to optimize retention and revenue.

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.

Responsibilities

• Own a high-volume portfolio of SMB/Mid-Market customers.
• Design and implement lifecycle programs, playbooks, and health scoring.
• Monitor health signals and drive renewal readiness and expansions.
• Collaborate with CS Ops, Sales Ops, and Marketing to improve data quality and reporting.
• Lead with a data-driven, automated approach to scale engagement.
• Assist with pilot-to-rollout and migration motions across the Digital segment.

Skills

High-volume portfolio

Data-driven

Renewals

Expansion

Customer Success

Cross-functional collaboration

Communication

Ambiguity navigation

Tools

Salesforce

Planhat

Job description

Serrala Group GmbH in North America is seeking a Scaled Customer Success Manager to own a high-volume SMB/Mid-Market portfolio, guiding adoption, renewals, and expansion with a data-driven, one-to-many approach.

You will design playbooks, health scoring, and the Early Warning System, manage 80–200+ accounts across cloud and on-premise environments, and partner with CS Ops, Sales Ops, and Marketing to optimize retention and revenue.