Sera Systems is building the operating system for home service businesses, and they are seeking a Manager of Customer Success. The role involves overseeing customer health and retention metrics, translating strategic initiatives into scalable processes, and serving as the primary liaison between Customer Success and cross-functional teams.

Responsibilities:

Lead the day-to-day operations of the Customer Success department
Drive performance across onboarding, adoption, customer health, renewals, retention, and support workflows
Coach, develop, and hold team members accountable to departmental goals and KPIs
Own relationships with key strategic accounts and manage escalations when necessary
Proactively surface opportunities to improve processes, optimize HubSpot and internal systems, and build efficient structures that support the team as the client base grows
Own the CX reporting framework, ensuring accuracy of department KPIs, renewal forecasting, controllable churn metrics, adoption reporting, and BoB health visibility
Build and maintain standard dashboards, reporting views, and data structures within HubSpot and related systems to ensure the COO and cross-functional leaders have transparent visibility into client performance
Oversee monthly KPI rollups and CX Monthly Business Review reporting, highlighting trends and analytics driving CX strategy
Partner closely with Product, Engineering, Sales, and Support to advocate for customer needs
Ensure smooth customer handoffs from Sales through onboarding and ongoing success
Partner with Product and Engineering to surface client-impacting trends, inform prioritization, and ensure CX data is represented in roadmap considerations
Build and optimize customer lifecycle processes, playbooks, and operational workflows
Maintain SOPs, documentation, and enablement resources
Continuously identify opportunities to improve scalability, efficiency, and customer outcomes

Requirements:

Bachelor's degree or equivalent experience
5+ years of Customer Success, Account Management, or SaaS client-facing experience
3+ years leading Customer Success teams or customer-facing functions
Proven success improving retention, reducing churn, increasing renewals, and driving customer adoption
Strong experience with KPI management, forecasting, and data-driven decision-making
Experience leading customer business reviews and executive-level customer conversations
Expertise in HubSpot, including reporting, automation workflows, and customer lifecycle management
Strong analytical skills with advanced Excel or business intelligence tools
Experience working within SaaS or Field Service Management platforms
Familiarity with home service industries such as HVAC, plumbing, electrical, or related trades
Experience collaborating across Product, Engineering, Sales, and Support organizations

Sera Systems

Open Positions (1)

Customer Service

Manager of Customer Success