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.
• 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.

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.