Note: The job is a remote job and is open to candidates in USA. Serrala is the global leader in finance process automation, seeking a Strategic Customer Success Manager to enhance customer retention and drive revenue growth. The role involves collaborating with various teams to ensure customer satisfaction and success, while also developing tailored success plans and managing customer relationships effectively.
Responsibilities
- You consistently maintain a low customer churn rate (GRR) by proactively securing renewals and fostering customer growth
- By thoroughly understanding each customer's needs and challenges, you are able to identify and pursue expansion opportunities
- Through close collaboration with Solutions Architects and Account Managers, you contribute effectively to closing these opportunities and supporting business growth
- With clear demonstration of ROI and consistent value delivery, you steadily increase the number of active customer advocates each quarter
- Your customers demonstrate strong engagement during Quarterly Business Reviews (QBRs), reflecting the success of your targeted and effective success plans
- You take full ownership of customer outcomes, guiding clients through key milestones and developing strategies tailored to their individual goals
- The Customer Success team is recognized as an essential partner to the global Sales Team in both identifying and delivering successful client results
- You actively lead, drive, and execute plans, while clearly communicating progress and outcomes
- Customer Health Management: Own accurate health-score that blends leading indicators (feature adoption, NPS, executive sponsorship) with lagging ones (renewal likelihood, support sentiment); trigger proactive playbooks as soon as a score dips, and build advocacy based on Value Realization
- Quarterly Business Reviews (QBRs): Create and present quarterly business reviews for senior leadership to demonstrate the value delivered and establish a roadmap outlining customer outcomes, key milestones, and strategic priorities
- Value Creation & Success Plans: Develop tailored success plans to drive adoption, maximize product value, and help customers achieve their business objectives with Serrala’s solution. Ensure Value health check in close partnership with the Solution Architects/Value Engineering Team and create appropriate plan for each of your customer to retain and grow them
- Retention: Own logo retention strategies: Create, drive and execute churn mitigation plan to ensure high logo retention. Own GRR through renewals and minimized churn
- Expansion: Actively collaborate with the Account Manager to create Account Plans for each customer Identify customer´s business challenge, transform into upsell or cross-sell opportunities, collaborate to bring to close
- Reporting & Ownership: Regularly update senior leadership on customer plans, initiatives, and results
- Reference & Advocacy: Develop and present an annual plan for your customers to ensure that value delivery leads to strong advocacy outcomes
- Customer Feedback: Capture feedback and channel insights back into the organization to support shaping the product roadmap
- Cross-Functional Alignment: Work closely with Product, Consulting, Global Support, and Customer Experience teams to drive customer success strategies
- Data-Driven Insights: Act as the voice of the customer, ensuring feedback is integrated into shaping the product roadmap for continuous improvement
- Other duties assigned
Skills
- Bachelor's degree in Business, Finance, or a related field
- 5+ years in Customer Success within B2B SaaS or enterprise software, preferably supporting SAP ECC or SAP S/4HANA environments
- Strong understanding of Accounts Receivable and Order-to-Cash processes (Cash App, Credit, Collections, Disputes)
- Experience working with finance organizations, shared service centers, or enterprise IT teams supporting SAP FI/CO or AR modules
- Proven track record of driving commercial goals (retention and expansion)
- Experience managing strategic accounts with high ARR and strong growth potential
- High proficiency with customer success tools (e.g.Salesforce, Jira, Freshdesk, Confluence, Qlik)
- Familiarity with SAP enhancement frameworks, third-party add-ons, connectors, or automation platforms is a strong plus
Benefits
- Medical, Dental, and Vision Insurance - available to you from your first day of employment
- Paid Parental Leave
- 401(k) - dollar for dollar matching up to 4% with immediate vesting and contribution eligibility beginning 30 days from the start of employment.
- Up to a $275 monthly reimbursement for phone and internet
- Employee Assistance Program
- LifeMart - discounts on travel, food, products, and services
- Regus – mobile office space available for Serralians for team meetings, department gatherings, and project collaborations
Company Overview
Serrala is an international provider of solutions for inbound and outbound payments and related finance processes. It was founded in 1984, and is headquartered in Hamburg, Hamburg, DEU, with a workforce of 501-1000 employees. Its website is https://www.serrala.com.