Position Description:

The Director, Customer Success Center provides strategic leadership, motivation, and oversight of the Irvine, CA customer service center, while working closely with partner organizations in the company to lead and drive positive change. 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 retention, customer satisfaction, and a broadly recognized superior customer experience that positions the organization as the first-choice partner for the customers we serve.

General Duties and Responsibilities:
• Provide strategic leadership and operational oversight of the Customer Success Center, Customer Service, and Inside Sales functions, aligning execution with company growth objectives, customer experience strategy, and market positioning.
• Lead, develop, and mentor supervisors and frontline teams, building a strong leadership pipeline while fostering a high-performance culture grounded in accountability, engagement, and continuous improvement.
• Attract, hire, and develop top talent while cultivating a collaborative, customer-focused workplace that supports professional growth, strong morale, and organizational capability.
• Align customer service and inside sales with the full sales lifecycle-from lead support and quoting through order management, conversion, retention, renewal, and expansion-ensuring seamless handoffs and a frictionless customer journey that drives revenue and loyalty.
• Drive revenue growth, customer expansion, and retention by identifying new opportunities within the RF components and technical solutions market and encouraging a proactive, opportunity-focused approach to customer engagement.
• Define, monitor, and optimize key performance metrics including service levels, CSAT, NPS, conversion rates, retention, renewal performance, average order value, pipeline support, and team productivity to ensure teams consistently meet or exceed business objectives.
• Leverage data, analytics, and Voice of the Customer insights to identify trends, uncover growth opportunities, close performance gaps, and inform strategic decisions that improve customer experience and profitability.
• Partner cross-functionally with Sales, Marketing, Engineering, Product, Sales Operations, IT, Procurement, and Business Unit leadership to optimize customer journeys, improve operational alignment, and deliver superior customer outcomes.
• Champion continuous improvement initiatives that scale people, processes, systems, and automation, enhancing operational efficiency and enabling the organization to support multi-brand growth.
• Serve as a visible champion of company culture, values, and customer-centricity while ensuring consistent service delivery, effective escalation management, and resolution of complex customer issues that protect the brand and strengthen customer trust.

Required Experience, Interpersonal and Leadership Skills:

• 10+ years of experience in customer success, contact center management, or related field.
• 5-10 years of direct leadership experience managing supervisors or team leads in a high-volume environment.
• Strong understanding of customer service metrics, workforce management, and CRM/CCaaS platforms.
• Proven ability to drive performance improvement and team development.
• Excellent communication, collaboration, and strategic problem-solving skills.
• Bachelor's degree

Physical Job 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.

Environment: This position is expected to be in an office environment during normal or extended business hours. Infinite continually reviews deployment including our work environment policy, which is subject to change at any time to serve the best interests of the business.

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