Manager, Customer Success

ComputerCare

Manager of Customer Success leading and growing the customer support team at ComputerCare. Focusing on building genuine relationships and enhancing customer experiences in the IT sector.

Posted 7/24/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $95,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success leadership, focusing on relationship-building, team management, and process development to enhance customer experience and retention. Balances data-driven decision-making with empathy and intuition to foster a culture of exceptional service.

Highest-signal resume keywords

Customer Success LeadershipTeam ManagementRelationship BuildingData-Driven Decision MakingProcess Development

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

CoachingMotivatingCommunicationEmpathyCuriosity

Tools & Technologies

Data Reporting Tools

Industry Keywords

Customer ExperienceCustomer RelationshipsTeam ScalingCustomer RetentionEscalation Management

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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