Serrala · 1 day ago
Senior Strategic Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
$88K/yr - $110K/yr
5+ years expSerrala is the global leader in finance process automation, advancing the office of the CFO with their award-winning suite of finance automation applications. The Senior Strategic Customer Success Manager will engage with high ARR customers to create tailored success plans, ensure customer retention, and identify expansion opportunities, while collaborating with cross-functional teams to drive customer success strategies.
FinanceFinancial ServicesInformation TechnologyPayments
Responsibilities
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 value-based 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 as assigned
Qualification
Required
Bachelor's degree in Business, Finance, or a related field
Minimum 5 years of experience in a Customer Success role within a B2B SaaS environment
Experience in the financial sector is highly valued
Proven track record of driving commercial goals (retention and/or expansion)
Experience managing strategic accounts with high ARR and strong growth potential
Technical Skills: High proficiency with customer success tools (e.g.Salesforce, Jira, Freshdesk,Planhat Confluence, Qlik)
Benefits
Medical, Dental, and Vision Insurance - available to you from your first day of employment
Paid Parental Leave
401(k) - dollar for dollar matching up to 4% and immediate vesting and contribution from your first day of employment
Up to a $275 monthly reimbursement for phone and internet
Employee Assistance Program
LifeMart - discounts on travel, food, products, and services
Regus – mobile office space available for Serralians for team meetings, department gatherings, and project collaborations
Company
Serrala
Serrala is an international provider of solutions for inbound and outbound payments and related finance processes.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2021-08-26Acquired
Leadership Team
Peter Wolf
Co-Founder and Managing Principal
Chris Napoli
Senior New Business Executive | Insights Manager | Partner Relationships
Recent News
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