Customer Success Lead

ABOUT THE ROLE As a Lead Customer Success Manager at Campfire, you will own the strategic success of our most complex and high-impact customers while also helping define the Customer Success motion for the company. You will be a player-coach—managing key accounts directly while mentoring and supporting a growing team of Customer Success Managers. You will serve as the bridge between customers, Product, and Engineering, ensuring our customers realize measurable value from Campfire, stay deeply engaged with the platform, and continue to expand their use of our product. KEY RESPONSIBILITIES LEADERSHIP & TEAM DEVELOPMENT - Mentor, coach, and support Customer Success Managers to drive high-quality customer outcomes. - Set standards, best practices, and playbooks for onboarding handoff, steady-state success, QBRs, and renewals. - Partner with leadership on team strategy, capacity planning, and customer segmentation models. - Review account health, renewal forecasts,