Scaled Customer Success Manager, NA

Scaled Customer Success Manager, NA

Location:

Chicago Office or Remote, North America (US & Canada)

Employment Type:

Full-time/Permanent

Travel:
Willingness and ability to travel is an essential function of all jobs at the company unless otherwise advised by your manager or Human Resources at the time of hire or promotion. Approximately up to 5%

Serrala 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 global community.

Join us as we lead the future of finance automation!

Customer Success is a key 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 and data-driven engagement model.

This role is designed to drive retention, product adoption, and expansion at scale by leveraging automation, digital programs, structured playbooks, and health-based prioritization.

The Scaled CSM applies both operational and commercial approaches to maintain predictable Gross Revenue Retention and identify growth opportunities with Sales. This Customer Success Leader will help shape and execute our Tech-touch strategy in North America - a high visibility position crucial for retention, growth and referenceability.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Core duties and responsibilities include (but are not limited to) the following:

• Retention & GRR Ownership
  • Co-Own Gross Revenue Retention for a large book of business
  • Contribute to define and execute our scaled strategy and Early Warning System implementation
  • Monitor and act on customer health signals using Planhat, Salesforce, and support data
  • Proactively trigger churn mitigation playbooks when risk indicators decline
  • Ensure renewal readiness through structured digital and targeted 1:1 interventions
  • Maintain predictable renewal outcomes across the portfolio
• Scaled Lifecycle & Digital Engagement
  • Design and execute scalable customer lifecycle programs including adoption, renewal preparation, and expansion awareness
  • Work closely with Customer Marketing to ensure the right campaigns are set across the lifecycle to ensure retention and expansion
  • Define the needs for higher engagement, adoption and retention with Marketing such as webinars, digital campaigns, office hours, and enablement programs
  • Build playbooks to reduce Time to Value and increase feature adoption
  • Leverage automation and segmentation to prioritize engagement
• Identify upsell and cross-sell opportunities based on usage trends and customer signals
• Collaborate with Account Managers to convert expansion opportunities into pipeline
• Support pilot-to-rollout and migrations motions across the Digital segment customers
• Customer Health & Data Management
  • Ensure automated health scoring combining adoption, engagement, support signals, and renewal likelihood
  • Use data to prioritize limited 1:1 touchpoints within a high-volume portfolio
  • Ensure CRM hygiene and forecasting accuracy
  • Provide structured portfolio insights to leadership
• Program Development & Optimization
  • Continuously refine scalable programs to improve retention and expansion
  • Identify automation opportunities to increase efficiency
  • Partner with CS Operations and Customer Marketing to enhance scaled engagement models
  • Collect structured customer feedback to inform Product and Senior Leadership and roadmap priorities
• Cross-Functional Collaboration
  • Partner with Sales, Consulting, Support, and Product to ensure alignment
  • Escalate systemic customer friction points
• Other duties as assigned.

Performance is measured through Serrala's 3R Sales Framework:

• Retention
  • Strong GRR performance across a high-volume portfolio
  • Reduced reactive churn
  • Drive migrations as needed
• Revenue
  • Clear CS-sourced pipeline contribution
  • Expansion opportunities consistently surfaced to Sales
• Increased engagement across scaled programs
• Positive customer feedback and adoption milestones

• Minimum 5 years of experience in Customer Success, Account Management, or large program strategy and execution
• Experience managing high account volume, typically 200-500+ accounts
• Proven ability to drive retention and expansion in SMB or Mid-Market segments
• Experience with Salesforce or equivalent CRM
• Familiarity with Customer Success platforms such as Planhat
• Strong comfort working from dashboards, queues, and data signals
• Strong operational mindset and prioritization discipline
• Commercial awareness and renewal fluency
• Ability to scale impact…