Senior Strategic Customer Success Manager Full Time NEW

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!

What Does Success Look Like in This Role?

Success in this position is defined by measurable achievements across three key areas: Retention, Revenue, and Referenceability – referred to as the “3R approach.” Your performance will also be reflected in your strong partnership with the global Account Management Team.

• You consistently maintain a low customer churn rate (GRR) by proactively securing renewals and fostering customer growth.
• By thoroughly understanding each customer’s needs and challenges, you are able to identify and pursue expansion opportunities.
• Through close collaboration with Solutions Architects and Account Managers, you contribute effectively to closing these opportunities and supporting business growth.
• With clear demonstration of ROI and consistent value delivery, you steadily increase the number of active customer advocates each quarter.
• Your customers demonstrate strong engagement during Quarterly Business Reviews (QBRs), reflecting the success of your targeted and effective success plans.
• You take full ownership of customer outcomes, guiding clients through key milestones and developing strategies tailored to their individual goals.
• The Customer Success team is recognized as an essential partner to the global Sales Team in both identifying and delivering successful client results.
• You actively lead, drive, and execute plans, while clearly communicating progress and outcomes

Your Day to Day:

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:

• Value Creation & Success Plans: Proactively engage, ideally on a quarterly basis, with high ARR customers to create tailored success plans that boost adoption and product value, supporting their goals with Serrala’s solution. Collaborate with Solution Architects and Value Engineering Team for annual or quarterly sessions, and lead these sessions independently when needed.
• Retention: Apply logo retention strategies and churn mitigation plan to ensure high logo retention through renewals and minimized churn
• Expansion: Collaborate with Account Executives and Solution Architects on Account Planning to identify cross-sell and upsell opportunities though valuebased selling
• 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 stories
• Customer Feedback: Capture feedback and channel insights back into the organization to support shaping the product roadmap
• Cross-Functional Alignment: Work closely with Product, Consulting, Global Support, and Customer Experience teams to drive customer success strategies.
• Reporting and ownership: Serve as a pivotal contributor to Customer Success strategy for North America, own regional targets, prepare and lead Monthly Reviews and Quarterly Business Reviews (QBRs), and collaborate closely with the Go-To-Market (GTM) organization.
• Other duties assigned.

What makes you excel in this position:

The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Bachelor’s degree in Business, Finance, or a related field.
• 10+ years in Customer Success within B2B SaaS or enterprise software, preferably supporting SAP ECC or SAP S/4HANA environments.
• Strong understanding of Accounts Receivable and Order-to-Cash processes (Cash App, Credit, Collections, Disputes).
• Experience working with finance organizations, shared service centers, or enterprise IT teams supporting SAP FI/CO or AR modules.
• Proven track record of driving commercial goals (retention and expansion)
• Experience managing strategic accounts with high ARR and strong growth potential
• High proficiency with customer success tools (e.g.Salesforce, Jira, Freshdesk, Confluence, Qlik).
• Familiarity with SAP enhancement frameworks, third-party add-ons, connectors, or automation platforms is a strong plus.

Competencies:

• Proactive attitude: Ability to identify growth opportunities and solve customer challenges proactively.
• Commercial Acumen & Mindset: Strong understanding of account planning, revenue generation strategies, and customer lifecycle management.
• Analytical Skills: Track record of quickly grasping complex & technical processes, preferably related to finance and technology.

Salary Range

United States: 96,000-120,000

Canada: CAD 129,000-163,000

The above annual base salary range represents a general guideline for the low and high end of the pay range for this position. However, the actual salary offered will be determined on various factors including but not limited to location, job-related skills, experience, relevant education, training as well as market and business considerations.

What’s in it for you? We have many benefits and perks available to you as a Serrala employee. Here are just a few…

• Medical, Dental, and Vision Insurance – available to you from your first day of employment
• Paid Parental Leave
• 401(k) – dollar for dollar matching up to 4% with immediate vesting and contribution eligibility on day one from the start of employment
• Up to a $275 monthly reimbursement for phone and internet
• Employee Assistance Program
• LifeMart – discounts on travel, food, products, and services
• Regus – mobile office space available for Serralians for team meetings, department gatherings, and project collaborations

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.