Scaled Customer Success Manager — Remote/NA

Serrala Group GmbH; Chicago (IL); Hybrid; USD 63.000 - 75.000; Vollzeit

Benefits dieser Stelle

Medical/Dental/Vision Insurance

401(k) match up to 4%

Phone/internet reimbursement

Employee Assistance Program

LifeMart discounts

Regus mobile office

Zusammenfassung

Serrala Group GmbH in North America seeks a Scaled Customer Success Manager to own a high-volume SMB/Mid-Market portfolio, designing playbooks, health scoring, and a new Early Warning System. You will manage cloud and on-premise environments from roughly 80 customers today toward 200+ as the model matures.

This greenfield initiative requires resilience and comfort with ambiguity, partnering with CS Ops, Sales Ops, and Marketing to drive renewals, expansion, and customer value in a

Qualifikationen

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

Aufgaben

• Co-own GRR for a large book of business and drive renewal readiness.
• Design lifecycle programs for adoption, renewal prep, and expansion awareness.
• Manage KPI health scoring, data quality, and reporting with CS Ops/Sales Ops.
• Identify upsell/cross-sell opportunities using customer insights and usage data.
• Support pilot-to-rollout and migration motions across the Digital segment.
• Maintain CRM hygiene and provide structured portfolio insights.

Kenntnisse

Customer Success

Account Management

Renewal fluency

Data-driven

Tools

Salesforce

Planhat

Jobbeschreibung

Serrala Group GmbH in North America seeks a Scaled Customer Success Manager to own a high-volume SMB/Mid-Market portfolio, designing playbooks, health scoring, and a new Early Warning System. You will manage cloud and on-premise environments from roughly 80 customers today toward 200+ as the model matures.

This greenfield initiative requires resilience and comfort with ambiguity, partnering with CS Ops, Sales Ops, and Marketing to drive renewals, expansion, and customer value in a