Manager, Customer Success

About ComputerCare

For over 20 years, ComputerCare has distinguished itself in the IT industry by blending top-tier technical proficiency with authentic human engagement. As a trusted service provider to IT leaders globally, the company specializes in managing complex device lifecycles and authorized repairs for major brands such as Apple, Lenovo, HP, and Dell. Operating as a woman-owned enterprise, ComputerCare prioritizes accountability and quality, never outsourcing its work, and cherishes strong, lasting relationships with clients and team members alike.

Role Overview

We are searching for a Manager of Customer Success who will lead and expand our customer support team during a period of significant growth. This role demands hands-on leadership, with a focus on fostering genuine connections with customers beyond scripts, metrics, or automation. The ideal candidate is committed to ensuring clients feel truly valued and cared for.

Key Responsibilities

• Lead and expand the customer support team, currently comprising 4 members, with plans to grow to between 6 and 9, instilling a culture where exceeding expectations is standard.
• Define and uphold the standards for customer interactions characterized by empathy, relationship-building, and a human-first approach.
• Develop deep expertise in our product to anticipate client needs, solve problems innovatively, and train team members accordingly.
• Create scalable processes, playbooks, and systems that maintain personalized service quality despite expansion.
• Make decisions guided by both data insights and intuitive understanding, ensuring empathy and nuanced customer needs are prioritized.
• Promote retention by nurturing trust-based customer relationships that encourage loyalty and natural business growth, rather than aggressive sales tactics.
• Personally manage high-level customer escalations, demonstrating exemplary service standards.
• Oversee recruitment and onboarding to scale the team while preserving company culture.

Candidate Profile

• At least three years' leadership experience in customer success, service, or support, preferably with team management responsibilities.
• A sincere dedication to building strong customer relationships, with concrete examples of exceptional customer care.
• Effective people-management skills to inspire and bring out the best in team members.
• The curiosity and commitment to master the product beyond standard support knowledge.
• Familiarity with analyzing data and reports while maintaining balanced judgment in customer interactions.
• Experience in scaling teams or processes while maintaining core service qualities is advantageous.
• Exceptional communication abilities, both written and oral.
• A mindset focused on relationship-building, viewing customer success as ongoing and trust-driven rather than transactional.

Additional Qualifications

• Experience in organizations renowned for outstanding service cultures, such as hospitality or premium retail.
• Knowledge of customer success and support platforms like Zendesk, Intercom, HubSpot, or Gainsight.
• Demonstrated success in transforming dissatisfied customers into loyal advocates.

Success Indicators

• A motivated and proud customer success team delivering exceptional service.
• Customer feedback that aligns our brand with industry leaders known for superior service.
• Growth of the team and service capabilities without sacrificing quality or culture.
• Improved customer retention and satisfaction statistics driven by authentic relationships.

Benefits and Rewards

• Comprehensive health benefits including medical, dental, and vision coverage.
• 401(k) plan with company matching contributions.
• Company-paid life insurance and options for Health and Flexible Spending Accounts.
• Employee Assistance Programs for support.
• Adoption assistance to support family growth.
• Commuter benefits to facilitate travel.
• Access to free Coursera professional certifications for skill development.
• Generous paid vacation, sick leave, and community service time off.
• Annual performance bonus up to 20% of base salary, linked to team retention, revenue growth, and customer satisfaction metrics.

Additional Information

We encourage applications from individuals passionate about our mission, regardless of whether they meet every qualification. Candidates must have unrestricted authorization to work in the United States, including U.S. citizens and Green Card holders. ComputerCare is committed to equal opportunity employment and affirmative action, welcoming diverse candidates and considering qualified applicants with criminal histories as per applicable laws.

We utilize AI-assisted tools to support elements of our recruitment process, but final decisions rest with human judgment. Contact us for further details on data handling in hiring.

Career Progression

This position offers a clear advancement path to Senior Manager as the team expands and matures, seeking a leader capable of growing alongside the role.