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Position Description

At Infinite Electronics, we empower our customers to bring their visions to life through a curated family of brands, same-day shipment, and expert technical support. The Senior Manager, Customer Success provides strategic leadership and oversight for both inside sales and customer service teams, ensuring a differentiated customer experience and driving revenue growth. This role is accountable for aligning customer experience with business unit objectives, fostering a culture of urgency, ownership, and continuous improvement.

Duties & Responsibilities

+ Drive sales initiatives to achieve revenue targets and market share growth.

+ Integrate BU strategies to deliver seamless customer experiences.

+ Collaborate with BU leaders to align customer priorities with business objectives.

+ Provide strategic oversight of daily operations, ensuring service levels, response times, and KPIs (CSAT, NPS, FCR, AHT, sales targets) are consistently met or exceeded.

+ Analyze performance data to identify trends and implement action plans to close performance gaps.

+ Implement data-driven strategies to enhance sales efficiency and effectiveness.

+ Analyze customer feedback and sales data to identify pain points and drive continuous improvements.

+ Oversee resolution of complex customer issues, ensuring quick, effective responses and systemic improvement opportunities.

+ Drive initiatives that strengthen customer loyalty, increase retention, and expand share of wallet.

+ Partner with Sales, Sales Operations, IT, Marketing, and Product to optimize customer journey touchpoints and elevate service delivery.

+ Prepare and deliver comprehensive monthly presentations to cross-functional leaders on brand health, achievements, challenges, and recommended strategies.

+ Champion change management initiatives that support BU transformation, digital adoption, and operational scalability.

+ Develop and nurture strategic relationships with key customers and partners to support BU growth objectives.

+ Lead, coach, and develop a team of Supervisors overseeing inside sales and customer service representatives.

+ Build a strong leadership pipeline and promote a culture of continuous learning, mentorship, and professional growth.

+ Attract, hire, and onboard top talent to support evolving business needs.

Required Experience & Skills

+ 7+ years in customer success, sales management, or related field; 3+ years direct leadership experience in high-volume environments.

+ Strong understanding of customer service metrics, sales KPIs, workforce management, and CRM/CCaaS platforms.

+ Proven ability to drive performance improvement, team development, and sales growth.

+ Excellent communication, collaboration, and strategic problem-solving skills.

+ Bachelor’s degree in Business, Communications, or related field preferred.

Physical/Environmental Requirements

+ Must be able to remain in a stationary position 50% of the time.

+ Constantly communicates with employees and leaders, both verbally and in writing.

+ Constantly operates a computer.

+ Work environment is typically an office environment during normal or extended business hours.

+ Candidates should be able to perform essential job duties with or without accommodation.

Accommodation: Candidates for the position should be able to perform essential job duties in described work environment with or without accommodation. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Equal Employment Opportunity

Infinite Electronics is proud to be an Equal Employment Opportunity and Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, marital status, age, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are committed to building a diverse workforce and we actively encourage women, minorities, people with disabilities and veterans to apply.