Leader of Customer Success

Company Description

Why Campfire?

Opportunities arise. Competitors emerge. Demand shifts. Volumes change. Prices rise and fall. Meanwhile, the bottom line, governing the most important decisions a CEO will make, hangs in the balance, as stakeholders await word on earnings, growth, prospects, and stock price.

That’s where we come in! Campfire’s unique, powerful, and cost-effective solution has kindled a growing base of happy customers around the world by bringing future and current revenues and costs under a single roof, with advanced functionality to create, analyze, and modify plans, optimize portfolios, and manage long-term profitability.

Campfire’s technology sparks unprecedented insight into a company’s bottom line, unleashing the freedom to focus on the decisions that matter most. Join our visionary tech company and talented and passionate team as we continue to develop such valuable systems.

Founded in 2000, Campfire Interactive is a leader in cloud-based solutions for opportunity management, sales forecasting, quote lifecycle management, and program/project management. With over 12,000 users globally, our software empowers automotive suppliers to optimize portfolios, manage profitability, and make confident, data-driven decisions. Join our purpose-driven team to build lasting customer relationships and drive innovation in a rapidly growing industry.

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 cross-functional teams to ensure seamless customer experiences and long-term profitability.

Campfire’s core values—Can-Do Attitude, Customer Commitment, Teamwork, Results-Oriented, and Agent of Change—serve 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, trust-based relationships with key customer stakeholders, particularly at the C-suite 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 high-quality outcomes.
  • Implement data-driven, scalable processes to enhance efficiency and customer satisfaction.
  • Contribute to the evolution of Campfire’s 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 execution and problem-solving.
  • Ensure accurate documentation of customer requirements, interactions, and action items in the CRM system.

Qualifications

• Experience:
  • 5+ years in a customer-facing 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 relationship-building skills, with the ability to engage C-level 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, problem-solving, and the ability to inspire and motivate a team.
  • Ability to thrive in a fast-paced, dynamic startup environment with a proactive, customer-first mindset.
• Education:
  • Bachelor’s 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 subscription-based 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 (10-20%) to customer sites for onboarding, training, or strategic meetings.
• Fast-paced, collaborative culture with a focus on innovation, customer satisfaction, and employee well-being.
• Flexible work schedules to support work-life balance, with some evening/weekend availability for urgent customer needs.

Additional Information

Currently, Campfire is working remotely with the exception of bi-weekly in office time.

All your information will be kept confidential according to EEO guidelines.

We do not accept unsolicited 3rd party resumes.