Scaled Customer Success Manager, NA

Serrala is the global leader in finance process automation, seeking a Scaled Customer Success Manager to drive retention and product adoption for a high-volume portfolio of SMB and Mid-Market customers. This role focuses on leveraging automation and data-driven engagement to maintain predictable Gross Revenue Retention and identify growth opportunities.

Responsibilities:

• Co-Own Gross Revenue Retention for a large book of business
• Contribute to define and execute our scaled strategy and Early Warning System implementation
• Monitor and act on customer health signals using Planhat, Salesforce, and support data
• Proactively trigger churn mitigation playbooks when risk indicators decline
• Ensure renewal readiness through structured digital and targeted 1:1 interventions
• Maintain predictable renewal outcomes across the portfolio
• Design and execute scalable customer lifecycle programs including adoption, renewal preparation, and expansion awareness
• Work closely with Customer Marketing to ensure the right campaigns are set across the lifecycle to ensure retention and expansion
• Define the needs for higher engagement, adoption and retention with Marketing such as webinars, digital campaigns, office hours, and enablement programs
• Build playbooks to reduce Time to Value and increase feature adoption
• Leverage automation and segmentation to prioritize engagement
• Identify upsell and cross-sell opportunities based on usage trends and customer signals
• Collaborate with Account Managers to convert expansion opportunities into pipeline
• Own CS-qualified pipeline generation
• Support pilot-to-rollout and migrations motions across the Digital segment customers
• Ensure automated health scoring combining adoption, engagement, support signals, and renewal likelihood
• Use data to prioritize limited 1:1 touchpoints within a high-volume portfolio
• Ensure CRM hygiene and forecasting accuracy
• Provide structured portfolio insights to leadership
• Continuously refine scalable programs to improve retention and expansion
• Identify automation opportunities to increase efficiency
• Partner with CS Operations and Customer Marketing to enhance scaled engagement models
• Collect structured customer feedback to inform Product and Senior Leadership and roadmap priorities
• Partner with Sales, Consulting, Support, and Product to ensure alignment
• Escalate systemic customer friction points
• Other duties as assigned

Requirements:

• Minimum 5 years of experience in Customer Success, Account Management, or large program strategy and execution
• Experience managing high account volume, typically 200-500+ accounts
• Proven ability to drive retention and expansion in SMB or Mid-Market segments
• Experience with Salesforce or equivalent CRM
• Familiarity with Customer Success platforms such as Planhat
• Strong comfort working from dashboards, queues, and data signals
• Strong operational mindset and prioritization discipline
• Commercial awareness and renewal fluency
• Ability to scale impact through automation
• Clear written and verbal communication skills
• Data-driven decision making