Contract :[full time / part time] / [definite / indefinite]
Serrala is the general 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!
Customer Success is a core pillar of Serrala's revenue organization. The Scaled Customer Success Manager owns the success of a high-volume portfolio of SMB and Mid-Market customers through a one-to-many, data-driven engagement model.
That means working with incomplete data, building structure as you go, and staying patient while the roadmap takes shape. You will manage 1,500+ customers spanning cloud and on-premise environments, and own their migration to Cloud. This is a multi-year transformation, not a routine renewal cycle, and you will own the customer relationship through it - protecting it, driving adoption, and making sure the move lands as a better experience rather than a disruption. Your role is also central to other departments relying on health and customer experience information to make data-driven decisions. As the model matures, you will lead the shift of the majority of the portfolio toward a fully scaled motion,



and drive that maturity through better data hygiene, standardized engagement frameworks, and progressive automation.
Own the customer relationship through migration Cloud: readiness, cutover, and adoption in the weeks after go live
Lead customer communication ahead of migration: set the value case, collaborate with onboarding Teams, support webinars, and keep customers informed as their wave approaches
Spot churn risk early and bring in the right support - executive sponsorship, a tailored migration plan, or a direct conversation - before it becomes a retention issue
Partner with the implementation partner and Migration team on delivery, while keeping ownership of the customer relationship
Feed risks, blockers, and customer feedback into the Transformation Office so they get resolved at the right level
Monitor customer health using Planhat, Salesforce, and support data, and act on risk signals
Drive renewal readiness through structured digital touchpoints and targeted 1:1 conversations
You support demo and value-based selling for Cloud
Work with Customer Marketing to align campaigns to the customer lifecycle
Define needs for webinars, digital campaigns, office hours, and enablement programs




Identify upsell and cross-sell opportunities through customer insights, stakeholder engagement, and usage data
Own CS-qualified pipeline generation
Support pilot-to-rollout and migration motions across your portfolio
Customer Health and Data Management
Maintain automated health scoring across adoption, engagement, support signals, and renewal likelihood
Use data to prioritize 1:1 touchpoints within a high-volume portfolio
Keep CRM hygiene and forecasting accurate
Partner with Sales, Consulting, Support, and Product to stay aligned
Improved CRM data completeness
5+ years in Customer Success, Account Management, or large-program strategy and execution
~ Native German required, full professional proficiency in English
~ Familiarity with Customer Success platforms such as Planhat
~ Experience with Salesforce or an equivalent CRM
Working knowledge of on-premise deployment environments, alongside cloud
Strong comfort working from dashboards, queues, and data signals
Commercial awareness and renewal fluency
Data-driven decision making
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. 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.
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📌 Customer Success Manager Senior (Barcelona)
🏢 Serrala
📍 Barcelona