About the job
About the Role
Join Campfire as a Customer Success Lead, where you will play a pivotal role in ensuring the strategic success of our most complex and high-impact clients. In this dynamic position, you will not only manage key accounts but also mentor and guide a team of Customer Success Managers as we shape our Customer Success strategy.
You will act as a vital link between our customers, Product, and Engineering teams, ensuring that our clients derive significant value from Campfire, maintain a strong engagement with the platform, and broaden their utilization of our offerings.
Key Responsibilities
Leadership & Team Development
Mentor, coach, and empower Customer Success Managers to achieve outstanding customer outcomes.
Establish standards, best practices, and playbooks for onboarding processes, ongoing success metrics, quarterly business reviews, and renewals.
Collaborate with leadership to develop team strategies, capacity planning, and customer segmentation models.
Analyze account health, renewal forecasts, and risk management with the team.
Customer Ownership & Retention
Cultivate strong executive relationships with CFOs, Controllers, and Finance leaders.
Drive adoption, engagement, retention, and overall success across designated accounts.
Facilitate quarterly business reviews, success planning, and renewal strategies for high-value clients.
Proactively identify and address churn risks.
Growth & Expansion
Spot and pursue expansion opportunities including new modules, seats, geographical areas, entities, and use cases.
Collaborate with Sales to identify and close upsell and cross-sell opportunities.
Influence account strategies to maximize customer lifetime value.
Product Adoption & Enablement
Ensure clients are consistently optimizing their workflows using Campfire.
Lead enablement sessions, best-practice reviews, and executive presentations.
Implement major product updates and encourage adoption of new features.
Cross-Functional Leadership
Foster collaboration across various departments to ensure seamless communication and alignment in achieving customer success.

