Strategic Customer Success Manager

Location: Barcelona, Spain (hybrid)

Contract: full time / indefinite

Language(s): German (native speaker) and English (C1)

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!

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 Value Realization.
• Quarterly Business Reviews (QBRs): Conduct quarterly business reviews (QBRs) to showcase the 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 through 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, or equivalent work experience.
• Experience: Minimum of 2+ years in a Customer Success role within a SaaS and/or On Premise B2B environment. Experience in the financial sector is highly valued
• Technical Proficiency: Skilled in leveraging customer success and support tools such as Salesforce, Jira, Freshdesk, Confluence, and Qlik to streamline workflows, track customer engagement, and drive operational efficiency.
• Language Skills: Native or bilingual proficiency in German, with strong command of English (C1).

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.