Customer Success Manager

Key Responsibilities

Customer Ownership & Success

• Own post-implementation success for a portfolio of customers
• Build strong relationships with Controllers, Accounting Managers, and Finance leaders
• Drive adoption, engagement, and value realization across accounts
• Proactively manage account health and identify churn risk
• Lead QBRs, success planning, and ongoing check-ins

Retention & Growth

• Manage renewals for your book of business
• Identify and support expansion opportunities (seats, modules, entities, geographies, use cases)
• Partner with Sales to scope and close upsell and cross-sell opportunities
• Maintain accurate renewal forecasts and risk pipelines

Product Adoption & Enablement

• Lead customer enablement sessions and workflow optimization reviews
• Support rollout of new product features and modules
• Ensure customers are following best practices and getting maximum value from Campfire

Cross-Functional Collaboration

• Partner closely with Implementation to ensure smooth handoffs and successful go-lives
• Work with Support and Product to resolve issues and escalate customer feedback
• Represent customer voice internally and help improve processes across the customer lifecycle

Experience & Qualifications

• 3+ years of Customer Success or Account Management experience in B2B SaaS
• Experience supporting finance, accounting, or operations teams strongly preferred
• Bonus: ERP or accounting software experience (QuickBooks, Xero, Sage Intacct, NetSuite)
• Strong technical aptitude and ability to learn complex platforms quickly
• Bachelor’s degree or equivalent experience

Personal Attributes

• Customer-first mindset with strong ownership and accountability
• Excellent communicator and relationship builder
• Organized, proactive, and comfortable managing multiple accounts
• Strong problem-solver who thrives in a fast-moving startup environment
• Growth mindset and eagerness to learn and develop