Manager, Customer Success

ComputerCare is a woman-owned business that values technical excellence and genuine human connection in the IT world. They are seeking a Manager of Customer Success to lead and grow their customer support team, ensuring that customer relationships are built through empathy and connection rather than just metrics and automation.

Responsibilities:

• 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

Requirements:

• 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
• 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