Manager, Customer Success
ComputerCareAbout the role
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:
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3+ years of experience in customer success, customer service, or support leadership, ideally having managed a team
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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
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Strong people-management instincts: you know how to coach, motivate, and bring out the best in a small team
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Curiosity and willingness to deeply learn the product, not just the support playbook
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Comfort using data and reporting tools, balanced with strong instincts about when the numbers don't tell the whole story
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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?"
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Excellent written and verbal communication skills
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A relationship-building mindset — you see customer success as a long game built on trust, not a transaction
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Experience in a company known for exceptional service culture (hospitality, high-touch retail, premium consumer brands, etc.)
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Familiarity with CS/support tools (Zendesk, Intercom, HubSpot, Gainsight, or similar)
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A specific story about a time you turned an upset customer into a loyal advocate
Bonus Points
What Success Looks Like:
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A team that feels supported, motivated, and proud of the service they deliver
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Customers who describe their experience with us in the same breath as brands like Zappos or Chewy
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Smooth, thoughtful scaling of the team without loss of quality
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