Digital Customer Success Manager with German

About the role:

Customer Success is a key pillar of Serrala’s revenue organization. The Digital Customer Success Manager with German 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.

This role 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 the DACH Region - a high visibility position crucial for retention and growth.

Key Responsibilities

1. 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

2. 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

3. Customer Health & Data Management

• Ensure automated health scoring combining adoption, engagement, support signals, and renewal likelihood
• Ensure CRM hygiene and forecasting accuracy

4. 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

5. Cross-Functional Collaboration

• Partner with Sales, Consulting, Support, and Product to ensure alignment
• Escalate systemic customer friction points

What Success Looks Like

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

Referenceability

• Increased engagement across scaled programs
• Positive customer feedback and adoption milestones

Success means delivering predictable outcomes through structure, automation, and disciplined prioritization rather than high-touch enterprise management

Qualifications

Mandatory

• 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
• Fluency in English required, German native required

Technical

• Experience with Salesforce or equivalent CRM
• Familiarity with Customer Success platforms such as Planhat
• Strong comfort working from dashboards, queues, and data signals

Competencies

• Strong operational mindset and prioritization discipline
• Excellent communication skills
• Commercial awareness and renewal fluency
• Ability to scale impact through automation
• Clear written and verbal communication skills
• Data-driven decision making

Location & Travel

Hybrid (Norderstedt office). We are flexible, and expect you to come to the office 2 days/week Occasional travel to Barcelona or key regional events required

Why you’ll love it here

Step into a dynamic, agile workplace where continuous learning is championed by leadership, and innovation in finance automation is fuelled by cutting-edge tech, AI integration, and strategic SAP transformation. We partner with the best to stay ahead - so you can too. At our core, we're Reliable, Passionate, Empowering, and Enterprising - committed to lasting customer and employee relationships, bold innovation, and your growth every step of the way.