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Campfire · 5 months ago

Lead, Customer Success

San Francisco

Full-time

Onsite

Senior Level

4+ years exp

Campfire is a company focused on enhancing customer experiences and implementations. They are seeking a Lead for their Customer Experience & Implementation team to manage client projects, mentor the team, and ensure successful ERP migrations and customer onboarding.

AccountingArtificial Intelligence (AI)FinanceFinTechSoftware

Culture & Values

Responsibilities

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

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

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

Qualification

ERP ImplementationTechnical AptitudeProject ManagementMicrosoft ExcelCustomer SuccessLeadershipCommunication SkillsProblem-SolvingAdaptability

Required

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

Strong technical aptitude with the ability to quickly learn and configure new software platforms

ERP Implementation or Project management leadership experience

Proficient in Microsoft Excel/Google Sheets (intermediate level or above)

Bachelor's degree or equivalent experience in a relevant field

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