Customer Success Lead

Customer Success Lead ABOUT THE ROLE As a Lead Customer Success Manager at Campfire, you will own the strategic success of our most complex and high-impact customers while also helping define the Customer Success motion for the company. You will be a player-coach—managing key accounts directly while mentoring and supporting a growing team of Customer Success Managers. You will serve as the bridge between customers, Product, and Engineering, ensuring our customers realize measurable value from Campfire, stay deeply engaged with the platform, and continue to expand their use of our product. KEY RESPONSIBILITIES LEADERSHIP & TEAM DEVELOPMENT - Mentor, coach, and support Customer Success Managers to drive high-quality customer outcomes. - Set standards, best practices, and playbooks for onboarding handoff, steady-state success, QBRs, and renewals. - Partner with leadership on team strategy, capacity planning, and customer segmentation models. - Review account health, renewal forecasts, and risk pipelines with the team. CUSTOMER OWNERSHIP & RETENTION - Build strong executive relationships with CFOs, Controllers, and Finance leaders. - Drive adoption, engagement, retention, and long-term success across assigned accounts. - Lead QBRs, success planning, and renewal strategy for high-value customers. - Proactively identify and mitigate churn risk. GROWTH & EXPANSION - Identify expansion opportunities (new modules, seats, geographies, entities, use cases). - Partner with Sales to scope and close upsell and cross-sell opportunities. - Influence account strategy to maximize customer lifetime value. PRODUCT ADOPTION & ENABLEMENT - Ensure customers are continuously optimizing workflows on Campfire. - Lead enablement sessions, best-practice reviews, and executive readouts. - Roll out major product updates and drive adoption of new features. CROSS-FUNCTIONAL LEADERSHIP - Serve as senior escalation point for customer issues post go-live. - Represent customer voice in roadmap discussions and product prioritization. - Partner closely with Implementation, Product, Support, and Engineering to improve customer experience end-to-end. - Influence internal process improvements across Sales → Implementation → CS handoffs. EXPERIENCE & QUALIFICATIONS - 5+ years in Customer Success, ideally in a complex industry like fintech, payments, or finance B2B software. - 2+ years in a senior, lead, or informal people-lead capacity (mentoring, onboarding, or coaching others). - Strong preference for accounting, audit, or finance backgrounds. - Bonus: ERP experience (QuickBooks, Xero, Sage Intacct, NetSuite). - Strong technical aptitude and ability to learn complex platforms quickly. - Bachelor’s degree or equivalent experience. PERSONAL ATTRIBUTES - Executive presence with the ability to partner with CFO-level stakeholders. - Proactive, structured, and able to thrive in a fast-paced, scaling environment. - Excellent communicator and relationship-builder. - Strategic thinker with strong problem-solving skills. - Growth mindset with a passion for building processes, people, and customer experience.