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Manager, Customer Success

5 days ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
HubSpot
Apply Now
ComputerCare

ComputerCare

ComputerCare offers top-notch service and repair for computers, mobile devices, and servers, along with specialized IT logistics and help desk services for seamless hardware management.

Technology Hardware, Storage & Peripherals
51-250
Founded 2004
View All Jobs 4

Description

  • Manage, coach, and mentor a customer support team of 4, scaling to 6-9 members.
  • Set the standard for empathetic, relationship-first customer engagement.
  • Become deeply familiar with the product in order to solve customer problems and train the team.
  • Develop processes, playbooks, and systems that support growth without losing the human touch.
  • Use metrics and reporting to inform decisions while balancing judgment and empathy.
  • Drive customer retention and growth through trust-based relationships.
  • Personally handle the toughest customer escalations.
  • Hire and onboard new team members as the team expands and culture evolves.

Requirements

  • 3+ years of experience in customer success, customer service, or support leadership, ideally with team management experience.
  • Strong people-management skills, including coaching, motivating, and developing a small team.
  • Genuine passion for customer relationships and a track record of going above and beyond for customers.
  • Willingness to deeply learn the product, not just follow the support playbook.
  • Comfort using data, reporting tools, and metrics while recognizing their limits.
  • Excellent written and verbal communication skills.
  • Relationship-building mindset focused on long-term trust rather than transactions.
  • Experience scaling a team or process is a plus.
  • Experience in a high-service culture such as hospitality, high-touch retail, or premium consumer brands is a bonus.
  • Familiarity with CS/support tools such as Zendesk, Intercom, HubSpot, or Gainsight is a plus.

Benefits

  • Comprehensive medical, dental, and vision coverage.
  • 401(k) with employer match.
  • Company-paid life insurance plus HSA and FSA options.
  • Employee Assistance Program (EAP).
  • Adoption assistance.
  • Commuter benefits.
  • Free Coursera professional certifications.
  • Generous vacation and sick time, plus paid time off for community service.

Interested in this position?

Apply directly on the company website

Apply Now

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