Technical Customer Success Manager

Technical Customer Success Manager – Sera Systems

Sera Systems is transforming the home services industry (HVAC, plumbing, electrical) with an AI‑powered SaaS platform that automates scheduling, dispatching, customer communication, and real‑time profitability insights. We help service businesses streamline operations and scale with confidence.

We're growing fast — and we’re looking for a Technical Customer Success Manager to join our Customer Success team.

• Lead the full customer lifecycle, from sales handoff through onboarding, implementation, adoption, and long‑term retention
• Configure accounts, guide data migration, deliver personalized training, and ensure fast time‑to‑value
• Build strong, consultative relationships with owners, operators, technicians, and dispatch teams
• Proactively monitor customer health, identify risks, and take action to prevent churn
• Run regular check‑ins and business reviews, showing ROI and advising customers on operational improvement opportunities
• Troubleshoot workflow, configuration, or product issues while collaborating with Product, Support, and Sales
• Document customer interactions, insights, and escalations with clarity and precision
• Use Hub Spot and internal tools to analyze customer data, track behavior, and guide account strategy
• Advocate for customer needs and help influence product improvements
• Contribute to SOPs, internal documentation, and scalable customer‑facing processes

• 3+ years in SaaS Customer Success, Technical Account Management, or Implementation
• Strong technical aptitude — comfortable navigating SaaS platforms, data workflows, and diagnostic tools
• Experience guiding customers through onboarding, configuration, and optimization
• Consultative communicator who can coach customers and simplify technical concepts
• Proactive, organized, and detail‑oriented with strong ownership mentality
• Experience supporting or advising small/medium‑size businesses is a plus (especially home services)
• Comfortable using tools like Hub Spot, Salesforce, Gainsight, Jira, Zendesk, User Flow, Pendo, or similar

• A customer‑first mindset and the ability to build trust quickly
• Strong problem‑solving skills with a structured, analytical approach
• Clear communication, emotional intelligence, and professionalism
• Ability to manage a book of business and drive measurable customer outcomes
• Curiosity and technical adaptability in a fast‑moving environment

• Mission‑driven company modernizing a traditionally underserved industry
• Fast‑growing SaaS environment with room to learn and make an impact
• Collaborative, values‑based culture rooted in respect, integrity, and inclusivity
• Opportunity to influence product direction and customer experience strategy

Location:

Dallas, TX

Salary: $ – $

Mid‑Senior level

Full‑time

Business Development and Customer Service

Software Development