Strategic Customer Success Manager

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 a Strategic Customer Success Manager and take the lead in managing high-value B2B SaaS accounts, with a strong focus on the financial sector. This role calls for sharp commercial insight, a proactive mindset to uncover growth opportunities, and a hands-on approach to resolving customer challenges. Your Day to Day: Customer Health Management: Maintain 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 on Value Realization. Quarterly Business Reviews (QBRs): Conduct quarterly business reviews (QBRs) to showcase value delivered and align with customer outcomes, 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 realization in close partnership with the Solution Architects/Value Engineering Team Retention: Apply logo retention strategies and churn mitigation plan to ensure high logo retention through renewals and minimized churn Expansion: Collaborate with Account Executives on Account Planning to identify upsell/cross-sell opportunities though value-based selling Reference & Advocacy: Identify and develop potential customer advocates to contribute to case studies, testimonials, and reference programs, helping drive new business through peer validation and success stories 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. What makes you excel in this position: Educational Background: Bachelor’s degree in business, Finance or a related field. Experience : Several years of relevant professional experience in Finance and in a Customer Success role within a B2B SaaS environment. Proven track record of driving commercial goals (retention and/or expansion). Experience managing strategic accounts with high ARR and strong growth potential. Technical Proficiency : High proficiency with customer success tools (e.g.Salesforce, Jira, Freshdesk, Confluence, Qlik). Language Skills: Native or bilingual proficiency in German, with strong command of English (C1). Proactive attitude: Ability to identify growth opportunities and solve customer challenges proactively. Commercial Acumen & mindset: Strong understanding of account planning, revenue generation strategies, and customer lifecycle management. Analytical Skills: Track record of quickly grasping complex & technical processes, preferably related to finance and technology. 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. To all recruitment agencies Serrala does not accept agency resumes. Please do not forward resumes to our job alias, Serrala employees or any other organization location. Serrala is not responsible for any fees related to unsolicited resumes.