Note: The job is a remote job and is open to candidates in USA. Sera Systems is building the operating system for home service businesses, and they are seeking a Manager of Customer Success. This role involves leading the Customer Success department, overseeing customer health metrics, and collaborating with cross-functional teams to enhance customer satisfaction and retention.
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 consideration
- 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
Skills
- 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
- Hubspot (required)
- Excel (required)
- Experience working within SaaS or Field Service Management
- Familiarity with home service industries such as HVAC, plumbing, electrical, or related trades
- Experience collaborating across Product, Engineering, Sales, and Support organizations
Company Overview