Manager, Customer Success

ComputerCare has spent more than 20 years building something rare in the IT world: a company where technical excellence and genuine human connection are valued equally. We're the trusted partner that IT leaders turn to when technology can't afford to fail. As a woman-owned business serving innovative companies worldwide, we combine certified technical expertise with a human approach. Whether it's managing complex device lifecycles for global teams or performing authorized repairs for Apple, Lenovo, HP and Dell devices, our work directly impacts how thousands of people stay productive every day. We never outsource our work because we believe in accountability, quality, and building lasting relationships—with our clients and as a team. If you're passionate about technology, take pride in solving real problems, and want to be part of a company that values both technical excellence and the people behind it, ComputerCare is where you belong. Come join us in our mission of being the Human Side of Hardware! About the Role: We're looking for a Manager of Customer Success to lead and grow our customer support team through our next phase of growth and beyond. This is a hands-on leadership role for someone who believes customer relationships are built through genuine human connection; not scripts, not just metrics, and not automation for automation's sake. We want our customers to feel cared for, and genuinely valued. If you've ever gone off-script to solve a customer's problem, or found a creative way to turn a complaint into a loyal customer, we want to talk to you. What You'll Do: Lead and grow the team. Manage, coach, and mentor a team of 4 (scaling to 6-9), fostering a culture where going above and beyond is the norm, not the exception Own the customer experience. Set the tone and standard for how the team engages with customers — empathetic, relationship-first, and human Become a product expert. Deeply understand our product so you can anticipate customer needs, solve problems creatively, and train your team to do the same Build for scale - without losing the human touch. Develop processes, playbooks, and systems that support a growing team while preserving the personal, relationship-driven service that sets us apart Balance data and intuition. Use metrics and reporting to guide decisions, but never let dashboards replace judgment, empathy, or the ability to read what a customer actually needs Drive retention through relationships. Treat customer success as an extension of sales - not through pushy upsells, but by building trust that naturally leads to loyalty and growth Handle escalations personally. Step in on the toughest customer situations and model what "above and beyond" looks like Hire and onboard future team members as the team scales, protecting the culture as headcount grows What We're Looking For: 3+ years of experience in customer success, customer service, or support leadership, ideally having managed a team A genuine passion for customer relationships — you can point to specific moments where you (or your team) went out of your way for a customer Strong people-management instincts: you know how to coach, motivate, and bring out the best in a small team Curiosity and willingness to deeply learn the product, not just the support playbook Comfort using data and reporting tools, balanced with strong instincts about when the numbers don't tell the whole story Experience scaling a team or process is a plus — you've thought about "how do we do this at 2x the size without losing what makes it special?" Excellent written and verbal communication skills A relationship-building mindset — you see customer success as a long game built on trust, not a transaction Bonus Points Experience in a company known for exceptional service culture (hospitality, high-touch retail, premium consumer brands, etc.) Familiarity with CS/support tools (Zendesk, Intercom, HubSpot, Gainsight, or similar) A specific story about a time you turned an upset customer into a loyal advocate What Success Looks Like: A team that feels supported, motivated, and proud of the service they deliver Customers who describe their experience with us in the same breath as brands like Zappos or Chewy Smooth, thoughtful scaling of the team without loss of quality or culture Retention and satisfaction metrics that improve - driven by genuine relationships, not just process Perks and Benefits: Comprehensive Medical, Dental, and Vision plans to keep you feeling your best 401(k) with employer match- because your future matters Company-paid Life Insurance, plus HSA & FSA options Employee Assistance Program (EAP) for real support when you need it Adoption Assistance to help grow your family Commuter Benefits for an easier ride Free Coursera Professional Certifications to level up your skills Generous vacation & sick time, plus paid time off to give back to your community $95,000 - $130,000 a year Performance bonus: Annual bonus target of up to 20% of base salary, tied to team-level outcomes: 40% - Team-wide gross customer retention rate (are we keeping the customers we have) 40% - Net Revenue Retention, NRR (are existing customers growing in value through expansion, upsell, or reduced churn) 20% - Team/customer satisfaction metrics (CSAT, NPS, or similar), to ensure growth targets don't come at the expense of the relationship-first culture this role is meant to protect Growth path: This role has a clear path to Senior Manager as the team scales past 8-10 and the function matures - we're hiring someone who can grow with the team, not just manage it at its current size At ComputerCare, we welcome passionate individuals who have the unrestricted right to work in the United States, including natural citizens and Green Card holders. ComputerCare is proud to be an Equal Opportunity andAffirmativeAction employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. #J-18808-Ljbffr