Standard Customer Success & Operations Manager DACH

Barcelona - Spain

Monthly Salary: Not Disclosed

Posted on: 11 hours ago

Vacancies: 1 Vacancy

Job Summary

Standard Customer Success & Operations Manager DACH

Location:Barcelona area (hybrid or remote)

Contract:full time / indefinite

Language(s):business fluency in German and English

Travel: Occasional travel to Hamburg HQ and regional customer meetings

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!

Customer Success is a core pillar of Serralas revenue organization.
The Customer Success & Operations Manager is responsible for ensuring the success stability growth and operational excellence of the Standard Segment portfolio in DACH.

This role combines portfolio ownership renewal governance pipeline generation and operational program leadership. It requires a highly structured data-driven and commercially aware professional who can drive measurable business impact in a multi-product SaaS environment.

This is a highvisibility role with significant crossfunctional exposure and direct contribution to Serralas growth and 3R performance (Retention Revenue Referenceability).

Key Responsibilities

1. Retention & Portfolio Stability

Co-own Gross Revenue Retention (GRR) for the DACH Standard portfolio.
Maintain predictable renewal outcomes through structured proactive renewal governance.
Identify churn risks early using health scores and behavioral indicators.
Lead churn mitigation plans in partnership with Account Management and Consulting.
Drive migrations upgrades and lifecycle transitions when applicable.

2. Customer Success Pipeline Ownership

Own CS-qualified pipeline generation for the Standard Segment in DACH.
Identify upsell and cross-sell opportunities based on adoption patterns and lifecycle signals.
Collaborate with Account Managers to convert CS-driven opportunities into revenue pipeline.
Track forecast and report on CSsourced pipeline performance.

3. Operations & Program Governance

Define and lead operational initiatives supporting the Standard segment.
Build and implement playbooks for renewals adoption recovery and migrations.
Establish KPIs and dashboards for retention pipeline and operational performance.
Ensure CRM hygiene forecasting discipline and structured monthly reporting.
Own operational accuracy from initiative design through execution and impact reporting.

4. Customer Health & Data Discipline

Oversee automated health scoring combining adoption engagement support and renewal likelihood.
Use data insights to prioritize customer interventions and focus areas.
Ensure structured documentation and CRM data accuracy across the portfolio.
Provide leadership with consistent risk forecasting and portfolio analytics.

5. Cross-Functional Project Leadership

Lead initiatives and projects involving Sales Support Product Consulting and RevOps.
Identify and escalate systemic friction points through root-cause analysis.
Define project scope milestones owners and performance metrics.
Report project progress impact and mitigation plans to stakeholders.

What Success Looks Like 3R Framework

Retention

Strong GRR and NRR across the Standard DACH portfolio.
Reduced reactive churn and strengthened customer lifecycle management.
Successful migrations and transitions increasing platform stickiness.

Revenue

Consistent contribution to CS-qualified pipeline with structured opportunity identification.
Measurable impact on expansion and renewal-driven revenue.

Referenceability

Increased advocacy pipeline and enhanced participation in advocacy programs.
Improved cNPS and positive customer feedback trends.

Success in this role means delivering stability predictability operational clarity and measurable revenue impact.

Qualifications

Mandatory Requirements

5 years in Customer Success Operations Program Management or related roles in B2B SaaS.
Experience managing SMB or Mid-Market customer portfolios.
Proven track record leading structured projects from design to execution.
Demonstrated ability to build KPIs dashboards and reporting frameworks.
Native or business-fluent German.
Business-fluent English.

Technical Skills

Proficiency in Salesforce (required).
Experience with CS platforms such as Planhat (preferred).
Strong analytical skills; comfortable with dashboards forecasting and reporting.

Competencies

Strong project leadership and execution discipline.
Operational structured and process-oriented mindset.
Commercial acumen and renewal fluency.
Data-driven decision-making and prioritization.
Executive-level communication and stakeholder management.
Ability to coordinate across multiple departments and manage matrix collaboration.

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

Standard Customer Success & Operations Manager DACHLocation:Barcelona area (hybrid or remote)Contract:full time / indefiniteLanguage(s):business fluency in German and EnglishTravel: Occasional travel to Hamburg HQ and regional customer meetingsSerrala is the global leader in finance process automat...