Leader of Customer Success
Leader of Customer Success
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Salary Not Disclosed
1 Vacancy
Job Description
The Leader of Customer Success at Campfire Interactive will oversee the Customer Success team driving customer satisfaction retention and account growth through strategic leadership relationship management and innovative solutions. This role involves developing and executing customer success strategies leading a team of Customer Success Managers and collaborating with crossfunctional teams to ensure seamless customer experiences and longterm profitability.
Campfires core valuesCanDo Attitude Customer Commitment Teamwork ResultsOriented and Agent of Changeserve as the foundation of our culture and operations. We are seeking a leader who exemplifies these principles and fosters a team environment aligned with them driving exceptional customer outcomes and continuous organizational growth.
- Leadership & Strategy:
- Develop and implement customer success strategies to maximize retention satisfaction and account expansion.
- Lead mentor and manage a team of Customer Success Managers fostering a culture of collaboration accountability and continuous improvement.
- Define and track KPIs health scores and metrics to measure team and account success.
- Collaborate with sales marketing product and support teams to align on customer needs and enhance the Campfire solution suite.
- Customer Relationship Management:
- Build and maintain strong trustbased relationships with key customer stakeholders particularly at the Csuite and IT levels.
- Oversee customer onboarding implementation training and ongoing support to ensure smooth transitions from pilot to production.
- Conduct regular customer meetings quarterly business reviews and training sessions to drive engagement and adoption.
- Identify opportunities for account growth renewals and upsells by understanding customer business processes (e.g. cost estimation quoting pricing supply chain management).
- Process Optimization & Innovation:
- Analyze customer data and feedback to identify trends optimize processes and recommend product enhancements.
- Lead resolution of complex business and technical issues ensuring timely and highquality outcomes.
- Implement datadriven scalable processes to enhance efficiency and customer satisfaction.
- Contribute to the evolution of Campfires software suite by providing actionable insights from customer interactions.
- Project & Team Management:
- Manage multiple customer projects across the customer lifecycle ensuring alignment with business goals and deadlines.
- Foster a collaborative team environment while empowering independent and problemsolving.
- Ensure accurate documentation of customer requirements interactions and action items in the CRM system.
Qualifications :
- Experience:
- 5 years in a customerfacing leadership role (e.g. Customer Success Account Management or System Implementation) within a B2B SaaS or software company.
- 2 years of experience managing and mentoring Customer Success teams with a proven track record of achieving revenue and retention goals.
- Experience working with large enterprise customers particularly in the automotive or manufacturing industries is highly desirable.
- Familiarity with cost models pricing strategies or CPQ (Costing Price Quote) software is a plus.
- Skills:
- Exceptional communication presentation and relationshipbuilding skills with the ability to engage Clevel executives.
- Strong project management and organizational skills with the ability to prioritize and manage multiple initiatives.
- Analytical mindset with experience in data analysis process optimization and CRM tools (e.g. Salesforce HubSpot).
- Technical proficiency with software systems and the ability to troubleshoot customer issues.
- Leadership qualities including empathy problemsolving and the ability to inspire and motivate a team.
- Ability to thrive in a fastpaced dynamic startup environment with a proactive customerfirst mindset.
- Education:
- Bachelors degree in Business Computer Science or a related field. MBA or relevant certifications (e.g. Customer Success Management) are a plus.
Preferred Qualifications
- Experience in the automotive supply chain or manufacturing sector.
- Knowledge of cost estimation quoting or supply chain management processes.
- Familiarity with Microsoft Excel Dynamics or similar tools for cost and price analysis.
- Proven success in driving customer loyalty and reducing churn in a subscriptionbased business model.
Work Environment
- Hybrid work model: Primarily remote with 3 days every other week in the Ann Arbor MI office for customer meetings and team collaboration.
- Occasional travel 1020 to customer sites for onboarding training or strategic meetings.
- Fastpaced collaborative culture with a focus on innovation customer satisfaction and employee wellbeing.
- Flexible work schedules to support worklife balance with some evening/weekend availability for urgent customer needs.
Additional Information :
Currently Campfire is working remotely with the exception of biweekly in office time.
All your information will be kept confidential according to EEO guidelines.
We do not accept unsolicited 3rd party resumes.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
