Customer Success Senior Manager

At Infinite Electronics, we are driven by a profound belief in the power of possibilities
. We leverage our curated family of electronics components companies, same day shipment, and expert technical support to empower our customers to bring their visions to life––right now. We are not just connecting devices but enabling our customers to create products that will deliver solutions for the world.

The Senior Manager, Customer Success Center provides strategic leadership, motivation, and oversight of the Irvine, CA customer service center. This role is accountable for ensuring that customer-facing teams consistently meet high standards of customer service across all touchpoints, while aligning operations with broader business objectives. Leading a team of Sales Supervisors, this individual will be expected to drive continuous improvement, cross-functional collaboration, and a culture centered on accountability, engagement, and exceptional customer service.

This role requires a hunter mindset - managing, leading, and setting the example to the local team and partner organizations in behaviors and proactive actions to grow our business in the RF components industry.

Firm requirements for this role include experience in selling technical products, a deep understanding of technical engineering and procurement customer expectations, demonstrated accomplishments in growing a Customer Success Center, a firm commitment to developing a high-performance culture, and the ability to bring new ideas and change across the organization as we pursue our growth goals. The ultimate measures of success in this role are revenue growth, customer growth, customer satisfaction, and a broadly recognized superior customer experience that positions the organization as the first-choice partner for the customers we serve.

• Provide strategic leadership and operational oversight of the Customer Success Center, aligning execution with company growth goals, customer experience strategy, and market positioning.
• Lead, coach, and develop Senior Supervisors and frontline teams, building a diverse leadership pipeline while fostering a high-performance culture grounded in accountability, engagement, and continuous learning.
• Attract, hire, and onboard top talent while cultivating a positive, collaborative workplace that supports professional growth and strong team morale.
• Drive revenue growth, customer expansion, and retention by modeling a proactive “hunter” mindset and identifying new opportunities within the RF components and technical solutions market.
• Establish and manage performance standards and KPIs (e.g., CSAT, NPS, FCR, AHT, revenue, customer growth), using data analysis to identify trends, close performance gaps, and improve outcomes.
• Oversee daily operations to ensure service levels, response times, and customer experience standards are consistently met or exceeded.
• Champion continuous improvement, process optimization, and automation initiatives that enhance efficiency, scalability, and service delivery.
• Partner cross-functionally with Sales, Engineering, Sales Operations, IT, Marketing, Product, and Procurement to optimize customer journeys and align customer success strategies with business objectives.
• Leverage deep technical product knowledge and understanding of engineering and procurement expectations to deliver superior customer outcomes.
• Collaborate with senior leadership to evolve the Customer Success Center from reactive support to proactive customer engagement and value creation.
• Monitor customer feedback and industry trends, oversee issue resolution, identify root causes, and implement systemic improvements that strengthen loyalty and expand share of wallet.
• Serve as a visible champion of company culture, values, and vision, embedding a customer-first mindset and setting the standard for professionalism, urgency, and innovation.

• 10+ years of experience in customer success, contact center management, or related field.
• 5+ years of direct leadership experience managing supervisors or team leads in a high-volume environment.
• Strong…