Serrala · 11 hours ago
Strategic Customer Success Manager, NA
United States
Full-time
Remote
Mid, Senior Level
$64K/yr - $80K/yr
5+ years expSerrala is the global leader in finance process automation, advancing the office of the CFO with innovative finance automation applications. The Strategic Customer Success Manager will focus on customer retention, revenue growth, and advocacy by managing customer health, developing tailored success plans, and collaborating with cross-functional teams to drive customer success strategies.
FinanceFinancial ServicesInformation TechnologyPayments
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
Customer Health Management: Own accurate health-score that blends leading indicators (feature adoption, NPS, executive sponsorship) with lagging ones (renewal likelihood, support sentiment); trigger proactive playbooks as soon as a score dips, and build advocacy based on Value Realization
Quarterly Business Reviews (QBRs): Create and present quarterly business reviews for senior leadership to demonstrate the value delivered and establish a roadmap outlining customer outcomes, key milestones, and strategic priorities
Value Creation & Success Plans: Develop tailored success plans to drive adoption, maximize product value, and help customers achieve their business objectives with Serrala’s solution. Ensure Value health check in close partnership with the Solution Architects/Value Engineering Team and create appropriate plan for each of your customer to retain and grow them
Retention: Own logo retention strategies: Create, drive and execute churn mitigation plan to ensure high logo retention. Own GRR through renewals and minimized churn
Expansion: Actively collaborate with the Account Manager to create Account Plans for each customer Identify customer´s business challenge, transform into upsell or cross-sell opportunities, collaborate to bring to close
Reporting & Ownership: Regularly update senior leadership on customer plans, initiatives, and results
Reference & Advocacy: Develop and present an annual plan for your customers to ensure that value delivery leads to strong advocacy outcomes
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
Data-Driven Insights: Act as the voice of the customer, ensuring feedback is integrated into shaping the product roadmap for continuous improvement
Other duties 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 revenue organization, preferably in a B2B SaaS environment
Experience in the financial sector is highly valued
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)
Proactive attitude: Ability to identify growth opportunities and solve customer challenges proactively
Commercial Acumen & Mindset: Strong understanding of account planning, revenue generation strategies, and customer lifecycle management
Analytical Skills: Track record of quickly grasping complex & technical processes, preferably related to finance and technology
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%, with immediate vesting and contributions starting 30 days after your hire date.
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
2026-01-22
Company data provided by crunchbase