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
If you get to this point, we hope you're feeling excited about the job you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in ComputerCare’s mission, core values and can contribute to our team in a variety of ways – not just candidates who check all the boxes.
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 and Affirmative Action 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.
