Manager, Customer Success

Position overview

Sera Systems is hiring a Manager of Customer Success to work remotely within the United States. This role is limited to candidates who live and work in the Central or Eastern Time Zones and can be present during normal Central Time business hours.

In this position, you will convert strategic goals into repeatable operating processes, track customer health and retention outcomes, and act as the main connection point between Customer Success and teams such as Product, Engineering, Sales, and Support. The role suits someone who is highly organized, comfortable working with data, and able to bring structure, leadership, and reliable execution to a small but important team.

Department leadership and operations

You will guide the daily functioning of the Customer Success function and help the team perform across onboarding, adoption, customer health, renewals, retention, and support-related workflows. The job also includes coaching team members, supporting their growth, and ensuring accountability to team goals and KPIs. You will manage relationships with strategic customers, handle escalations when needed, and look for ways to strengthen processes, improve HubSpot and internal systems, and create scalable operating structures as the customer base expands.

Customer health and retention

You will be responsible for the customer experience reporting structure, making sure department KPIs, renewal forecasts, controllable churn tracking, adoption reporting, and BoB health visibility are accurate and useful. You will build and maintain standard dashboards, reporting views, and data models in HubSpot and connected systems so the COO and other cross-functional leaders have clear visibility into client performance. In addition, you will manage monthly KPI summaries and CX Monthly Business Review reporting, using trends and analysis to inform customer experience strategy.

Cross-functional collaboration

This role requires close coordination with Product, Engineering, Sales, and Support to represent customer needs. You will help make sure customer handoffs from Sales into onboarding and long-term success are smooth and consistent. You will also work with Product and Engineering to highlight customer-impacting trends, support prioritization discussions, and ensure CX metrics are considered in roadmap planning.

Process and program development

You will design and refine customer lifecycle processes, playbooks, and operational workflows. The position also includes maintaining SOPs, documentation, and enablement materials. A key part of the job is continuously identifying opportunities to improve scalability, operational efficiency, and customer outcomes.

Requirements

• A bachelor’s degree or an equivalent level of experience.
• At least 5 years of experience in Customer Success, Account Management, or other client-facing SaaS roles.
• At least 3 years of experience leading Customer Success teams or similar customer-facing functions.
• A track record of improving retention, lowering churn, increasing renewals, and boosting adoption.
• Strong capability in KPI tracking, forecasting, and making decisions based on data.
• Experience conducting customer business reviews and handling conversations with executive stakeholders.
• Advanced knowledge of HubSpot, including reporting, automation workflows, and lifecycle management.
• Strong analytical ability, with advanced use of Excel or business intelligence tools.
• Applicants must be based in the Central or Eastern Time Zones and able to work standard Central Time business hours.

Preferred experience

Background in SaaS or Field Service Management is preferred. Experience in home service industries such as HVAC, plumbing, electrical, or similar trades is also an advantage. Familiarity with working across Product, Engineering, Sales, and Support teams will be helpful.

Tools and technology

The role uses HubSpot and Excel as required tools. Additional helpful tools include Power BI, Tableau, Jira, Confluence, SharePoint, Microsoft Office, and AI productivity tools such as ChatGPT, Claude, or Perplexity.

Why Sera

Sera is building the operating system for home service businesses, helping HVAC, plumbing, electrical, and other field service companies operate more efficiently and grow with confidence. The company values speed, customer focus, and results over busywork. Customer Success plays a central role in retention, revenue, and product direction. You will join a team that emphasizes ownership, clarity, and continuous improvement, with direct leadership access and the opportunity to help shape how Customer Success scales.

Additional information

This is a remote, full-time role based in the United States. The posting does not mention a stipend, salary, number of openings, or start date.