Lead, Customer Success
About the Role
As the Lead of our Customer Experience & Implementation team at Campfire, you’ll not only manage high-impact client projects but also guide and mentor our growing implementation team. You will be the strategic link between our clients and our product, ensuring smooth ERP migrations, seamless onboarding, and ongoing adoption. You’ll set the standard for excellence in client experience, define best practices, and collaborate cross-functionally to improve processes and product features.
Key Responsibilities
Leadership & Strategy
Lead, mentor, and develop a team of implementation specialists and customer experience managers.
Establish and refine implementation best practices, playbooks, and documentation.
Partner with leadership to identify and execute strategies that increase product adoption, retention, and customer satisfaction.
Monitor team performance and provide coaching to ensure high-quality delivery across all projects.
Client Delivery
Own and oversee the ERP implementation process for high-value and complex customers, from kickoff to go-live.
Ensure successful migration of customer data from legacy systems according to requirements and compliance standards.
Conduct training sessions to ensure customer teams are proficient and confident using our platform.
Serve as the escalation point for critical accounts during both implementation and post-go-live phases.
Identify expansion opportunities and work with Customer Success to drive upsell and cross-sell initiatives.
Cross-Functional Collaboration
Partner with Product and Engineering teams to advocate for customer needs, reporting bugs, and prioritizing feature requests.
Provide feedback loops to influence roadmap decisions and improve product usability.
Experience & Qualifications
4+ years of experience in accounting, audit, finance, or in customer-facing roles such as implementation, customer success, or account management, with at least 1–2 years in a leadership or team lead capacity.
Strong preference for candidates with in-house or public accounting backgrounds.
Bonus: At least 1 year of ERP experience (QuickBooks, Xero, Sage Intacct, NetSuite).
Strong technical aptitude with the ability to quickly learn and configure new software platforms.
Proficient in Microsoft Excel/Google Sheets (intermediate level or above).
Bachelor’s degree or equivalent experience in a relevant field.
Personal Attributes
Proactive, adaptable, and able to thrive in a fast-paced environment.
Excellent attention to detail with the ability to manage competing deadlines.
Strong communication, interpersonal, and stakeholder management skills.
Skilled problem-solver who can translate customer needs into actionable solutions.
Growth mindset with a passion for continuous improvement—for yourself, your team, and the customer experience.
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
Support small business clients by managing and resolving complex benefits inquiries in a dynamic, growth-oriented environment at Justworks.
Trucordia is looking for a dependable Receptionist to provide courteous, professional front desk and administrative support in their Bellingham office.
Detail-oriented Customer Care Representative needed for on-site role at Lineage, supporting customer service and operations in Conklin, NY during the 2nd shift.
Emory Healthcare is looking for a Patient Services Coordinator to provide excellent customer service and administrative support in a clinical setting.
A Resolution Consultant Intern role offering technical troubleshooting experience, customer interaction, and cross-department collaboration at a customer service-driven software company.
Support clients with technical and customer service needs for tax software, resolving issues via phone, chat, and email for a mature business services company.
Support patients and staff as a Medical Receptionist at Genesis HealthCare System, ensuring excellent service and smooth office operations in a busy healthcare environment.
Support corporate clients by managing complex inquiries and mentoring team members at Wolters Kluwer, a leader in professional information services.
Support U-Haul's Truck Share 24/7 program as a Part-Time Live Verify Phone Agent, reviewing and verifying customer rental information remotely.
Guardant Health is seeking a skilled Tissue Procurement Specialist to manage tissue sample procurement and collaborate across teams in a hybrid work environment.
American Express is hiring an Account Protection Specialist to provide consultative support and protect customer accounts through effective risk assessment and customer engagement.
Ovation Healthcare seeks a dedicated remote Pre-Service Representative to enhance patient scheduling and registration processes with outstanding service.
A nonprofit family medicine center in Asheville seeks a dedicated Customer Care Associate to handle patient check-ins, scheduling, and administrative support.
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
