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Customer Success Manager

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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.

Job Description

As a Customer Success Manager (CSM) at Campfire, you will be responsible for developing and maintaining customer relationships that drive retention, loyalty, and account growth. You will serve as the primary point of contact for post-implementation customers, ensuring a smooth transition to active use and supporting them throughout their experience with our software products.

Your responsibilities will include managing customer information for assigned accounts, including business requirements, satisfaction levels, use cases, and key contacts. You will play a key role in driving post-launch customer satisfaction through regular meetings, addressing concerns, organizing user training sessions, and identifying opportunities to increase user engagement.

Additionally, you will be responsible for managing customer success, including renewals of subscription licenses, exploring opportunities for account growth, and collaborating with internal teams to ensure alignment with customer needs. Your feedback will be valuable in helping to enhance the Campfire solution suite based on your understanding of customer experiences and requirements.

Qualifications

Successful Candidates Will Demonstrate:

Ability to work in a collaborative team environment while also being able to execute work independently
Ability to lead resolution for complex business and technical issues independently and with a team
Meet project timelines and deadlines while producing high-quality work, enhancing customer relationships, and managing projects from initiation to completion
Ability to identify the big picture in all components of decision-making using the top-down thinking approach
Eagerness to learn and the ability to adapt to company culture
Establish and maintain effective working relationships with peers, project team members, and customers
Excellent verbal and written communication ability
Ability to work in a fast-paced, start-up environment

Technical Skills

Collaborate with cross-functional teams across various departments to deliver training, support, and successful project outcomes, ensuring alignment with customer needs across multiple geographic markets. Ability to take actions to enhance customer satisfaction, ensure productive use of software, and lead to software subscription renewals and expansions
Develop customer success processes to ensure efficient and standardized outcomes for growing customer base
Experience identifying and solving complicated problems in high-pressure time-sensitive environment
Ability to work in a collaborative team environment with many employees as well as customer contacts, while also being able to execute work independently
Demonstrated ability to create and maintain long-lasting and healthy relationships with customers.
Automotive industry knowledge preferred

Work Experience

4+ years of relevant experience in a customer-facing role, preferably customer support, customer success or system implementation
Experience in the computer software industry highly desirable

Experience managing accounts with large B2B enterprises and driving customer satisfaction and success with key contacts within those enterprise customers

Educational Experience

BA/BS degree in Business, Engineering, Finance, IT and/or related discipline

Additional Information

Currently, Campfire is working remotely with the exception of 1 day a week in office time.

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

We do not accept unsolicited 3rd party resumes.

Average salary estimate

$80000 / YEARLY (est.)

min

max

$70000K

$90000K

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What You Should Know About Customer Success Manager, Campfire Interactive

Join Campfire as a Customer Success Manager in beautiful Ann Arbor, Michigan, where your mission will be to foster robust customer relationships that not only drive loyalty but also encourage growth. In this vital role, you will serve as the go-to resource for our post-implementation clients, ensuring they transition smoothly to actively utilizing our innovative software solutions. Your day-to-day will involve managing all the critical details of assigned accounts, from business requirements to user engagement and satisfaction levels. Regular meetings and user training sessions will be your playground as you work to enhance the overall customer experience. You will play a crucial part in driving subscription renewals while seeking opportunities for account expansion through strong collaboration with our internal teams. Your insights from direct customer interactions will guide our development team to make necessary enhancements to the Campfire solution suite, ensuring it meets and exceeds customer expectations. A successful Customer Success Manager at Campfire will have a knack for independent problem-solving while thriving in a collaborative environment, bringing a keen understanding of the automotive industry and exceptional communication skills to the team. If you’ve got a passion for helping clients succeed while working in a fast-paced, dynamic tech space, we’d love to have you on board, contributing your expertise to shape our customers’ futures. We work remotely, only requiring in-office attendance one day a week, to provide flexibility while driving great results together.

Frequently Asked Questions (FAQs) for Customer Success Manager Role at Campfire Interactive

What are the main responsibilities of a Customer Success Manager at Campfire?

As a Customer Success Manager at Campfire, your primary responsibilities will include developing and nurturing customer relationships, managing customer information for assigned accounts, and ensuring high satisfaction levels post-implementation. You'll serve as the crucial point of contact for customers, driving user engagement through regular meetings, addressing their concerns, organizing training sessions, and identifying opportunities for growth.