Senior Strategic Customer Success Manager DACH

Senior Strategic Customer Success Manager DACH 

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! 

What Does Success Look Like in This Role?
Success in this position is defined by measurable achievements across three key areas: Retention, Revenue, and Referenceability - referred to as the "3R approach." Your performance will also be reflected in your strong partnership with the global Account Management Team.

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

Core duties and responsibilities include (but are not limited to) the following:

Value Creation & Success Plans: Proactively engage, ideally on a quarterly basis, with high ARR customers to create tailored success plans that boost adoption and product value, supporting their goals with Serrala's solution. Collaborate with Solution Architects and Value Engineering Team for annual or quarterly sessions, and lead these sessions independently when needed.
Retention: Apply logo retention strategies and churn mitigation plan to ensure high logo retention through renewals and minimized churn
Expansion: Collaborate with Account Executives and Solution Architects on Account Planning to identify cross-sell and upsell opportunities though valuebased 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.
Reporting and ownership: Serve as a pivotal contributor to Customer Success strategy for North America, own regional targets, prepare and lead Monthly Reviews and Quarterly Business Reviews (QBRs), and collaborate closely with the Go-To-Market (GTM) organization.
Other duties assigned.

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.