Select how often (in days) to receive an alert:Scaled Customer Success Manager DACH

Location:
Barcelona, SpainContract:full time & indefiniteLanguage(s):Native German required, full professional proficiency in EnglishSerrala 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 general community.
Join us as we lead the future of finance automation

About the role
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.
This role is being built from the ground up.
You will design the playbooks, health scoring, and Early Warning System that didn't yet exist, on a product line being re-engineered in parallel.
That means working with incomplete data, building structure as you go, and staying patient while the roadmap takes shape.
We're looking for a resilient, can-do professional who is comfortable with ambiguity and builds the foundation rather than waiting for one.
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.
You will be a key stakeholder of the Core Migration Team, and report progress into the program's weekly and monthly governance cadence.
The role will run a high-engagement cadence with the most strategic accounts (including QBRs), while managing renewals across the rest through scaled touchpoints.
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.
This is a high-visibility position, central to Serrala's retention and growth strategy in Europe, and to shaping our tech-touch approach going forward.

Key Responsibilities
1.
Migration OwnershipOwn the customer relationship through migration Cloud: readiness, cutover, and adoption in the weeks after go liveTrack and report cutover acceptance, adoption, and sentiment as part of the program's KPI reviewsLead customer communication ahead of migration: set the value case, collaborate with onboarding Teams, support webinars, and keep customers informed as their wave approachesSpot churn risk early and bring in the right support
- executive sponsorship, a tailored migration plan, or a direct conversation




- before it becomes a retention issuePartner with the implementation partner and Migration team on delivery, while keeping ownership of the customer relationshipFeed risks, blockers, and customer feedback into the Transformation Office so they get resolved at the right level2.
Retention and Gross Revenue Retention (GRR)Co-own GRR for a large book of businessHelp define and execute our scaled strategy, including the Early Warning SystemMonitor customer health using Planhat, Salesforce, and support data, and act on risk signalsTrigger churn mitigation playbooks when indicators declineDrive renewal readiness through structured digital touchpoints and targeted 1:1 conversationsDeliver predictable renewal outcomes across the portfolio3.
From QBR to Scaled EngagementDesign and run lifecycle programs covering adoption, renewal preparation, and expansion awarenessYou support demo and value-based selling for CloudRun QBRs and EBRs with your most strategic accountsAssign escalations to the right team and bring them to resolutionWork with Customer Marketing to align campaigns to the customer lifecycleDefine needs for webinars, digital campaigns, office hours, and enablement programsBuild playbooks that reduce time to value and increase feature adoptionUse automation and segmentation to prioritize engagementIdentify upsell and cross-sell opportunities through customer insights, stakeholder engagement, and usage dataPartner with Account Managers to convert expansion opportunities into pipelineSupport pilot-to-rollout and migration motions across your portfolioWork with Sales on renewal and expansion conversations once a customer's migration is stable
- retention comes first, growth follows5.
Customer Health and Data Managem

📌 Scaled Customer Success Manager Dach (Barcelona)
🏢 Serrala Group
📍 Barcelona