Senior Strategic Customer Success Manager

Serrala is the global leader in finance process automation, providing award-winning finance automation applications for over 40 years. The Senior Strategic Customer Success Manager will focus on retaining customers, driving revenue through upselling, and ensuring customer satisfaction by developing tailored success plans and collaborating with cross-functional teams.

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
• 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

Requirements:

• Bachelor's degree in Business, Finance, or a related field
• 10+ years in Customer Success within B2B SaaS or enterprise software, preferably supporting SAP ECC or SAP S/4HANA environments
• Strong understanding of Accounts Receivable and Order-to-Cash processes (Cash App, Credit, Collections, Disputes)
• Experience working with finance organizations, shared service centers, or enterprise IT teams supporting SAP FI/CO or AR modules
• 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)
• Familiarity with SAP enhancement frameworks, third-party add-ons, connectors, or automation platforms is a strong plus