Standard Customer Success & Operations Manager DACH

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 high‑visibility role with significant cross‑functional exposure and direct contribution to Serrala’s 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 CS‑sourced 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

• Experience 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.