Manager of Customer Success

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