Manager, Customer Success

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ComputerCare

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2004

🔧 Hardware

🏢 Enterprise

IT Logistics • Hardware • Enterprise

ComputerCare is a company that specializes in providing IT logistics and asset management services. They offer solutions like repair services, onsite support, and IT logistics managed specifically for businesses of any size. With a focus on simplifying IT asset management, ComputerCare offers services including smooth onboarding and offboarding, device tracking, and repair, utilizing a custom portal for request and status tracking. They are also an Apple Authorized Service Provider and Reseller, using genuine Apple parts for repairs. ComputerCare prides itself on fast, secure, and efficient service delivery, catering primarily to major tech companies.

📋 Description

• 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

🏖️ 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