Customer Success Manager

Job description

As a Customer Success Manager at Campfire, you will own a portfolio of customers and be responsible for driving adoption, retention, and long-term success. You will be the primary partner to finance and accounting teams, ensuring customers realize measurable value from Campfire and feel confident running their core financial operations on our platform. You will work closely with Implementation, Product, Support, and Sales to deliver a best-in-class customer experience and identify opportunities for expansion and growth. 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