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Strategic Customer Success Manager
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Barcelona, Spain (hybrid)Contract: full time / indefiniteLanguage(s): German (native speaker) and English (C1)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 automationCustomer Health Management: Maintain 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 on Value Realization.Quarterly Business Reviews (QBRs): Conduct quarterly business reviews (QBRs) to showcase value delivered and align with customer outcomes, 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. 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 storiesCustomer Feedback: Capture feedback and channel insights back into the organization to support shaping the product roadmapCross-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.Location: Our brand-new Barcelona office is situated close to metro Diagonal (Barcelona) – hybrid work approachWhat makes you excel in this position:Educational Background: Bachelor’s degree in Business, Finance or a related field.Mandatory experience in Finance and in a Senior Customer Success role within a B2B SaaS environment.Proven track record of driving commercial goals (retention and/or expansion).Technical Proficiency : High proficiency with customer success tools (e.g.Salesforce, Jira, Freshdesk, Confluence, Qlik).Language Skills: Native or bilingual proficiency in German, with strong command of English (C1).Commercial Acumen & mindset: Strong understanding of
