Strategic Customer Success Manager, NA

Serrala is the global leader in finance process automation, seeking a Strategic Customer Success Manager to enhance customer retention and drive revenue growth. This role involves managing customer health, creating success plans, and collaborating with various teams to ensure value delivery and customer satisfaction.

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

Requirements:

• Bachelor's degree in Business, Finance, or a related field
• Minimum 5 years of experience in a Customer Success role within a revenue organization, preferably in a B2B SaaS environment
• Experience in the financial sector is highly valued
• 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)
• 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