Digital Customer Success Manager with German
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Location:Barcelona Spain
Contract:full time / indefinite
Language(s): Fluent English and native-level German required.
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 2800 clients worldwide reflecting the trust weve built with a diverse global community.
Join us as we lead the future of finance automation!
About the role:
Customer Success is a key pillar of Serralas 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 Serralas 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
5 years of experience in Customer Success Account Management or large program strategy and execution
Experience managing high account volume typically 200500 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 (Barcelona office). We are flexible and expect you to come to the office 2 days/week
Occasional travel to HQ in Hamburg or key regional events required
Why youll 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 were Reliable Passionate Empowering and Enterprising - committed to lasting customer and employee relationships bold innovation and your growth every step of the way.
Required Experience:
Manager
Key Skills
About Company
Serrala is a global financial automation and B2B payments software company creating more secure payment capabilities for enterprises of all sizes
