Director, Customer Success

Welcome to Campspot! Whether you are an avid camper, the occasional glamper, an expert RV-er, or new to the outdoors entirely, we're interested in working with you. Our team values diverse perspectives as we seek to create an easy-to-navigate and meaningful camping experience for everyone.

We hope you will consider joining our team! ALL human beings are welcome, and we are committed to helping you thrive here. We believe our team, as well as the outdoors, is for everyone. 

About the Role

We're seeking an experienced and strategic Director, Customer Success to own account management and implementation at Campspot. Reporting to the Chief Revenue Officer, you will lead the implementation and account management teams that onboard new customers onto Campspot software, and grow and retain those customers over time.

In this role, you will directly manage a Manager of Implementation, a Manager of Account Management, and our Enterprise Account Managers.

You will make sure every customer has a smooth path from signed contract to go-live, and a lasting, growing relationship afterward. You will work cross-functionally with Sales, Support, and Product to align customer-facing initiatives with the company's strategic objectives.

Key Responsibilities

• Own the customer journey from implementation through renewal, including onboarding, implementation, go-live, and ongoing account management.
• Lead, mentor, and develop your direct reports and, through them, the implementation managers and account managers on their teams, to achieve performance objectives and KPIs.
• Coach Enterprise Account Managers on customer calls and deals, including renewal and expansion conversations, and equip your managers to coach their teams through call reviews, deal strategy sessions, and regular feedback.
• Own product knowledge for the customer success team, ensuring account managers and implementation managers have deep, current knowledge of Campspot's products and releases, and work with L&D to build the training and enablement to maintain it.
• Build and continuously improve implementation processes, including onboarding and training, to deliver consistent, high-quality, on-time go-lives.
• Drive customer retention, expansion, and revenue growth through proactive, data-informed account management.
• Monitor and analyze customer health, feedback, and performance data to identify trends, risks, and opportunities for improvement.
• Work with Sales, Support, and Product to ensure smooth handoffs and that customer feedback is integrated into product and service development.
• Manage team capacity, resource allocation, and budget in partnership with the Chief Revenue Officer.
• Report on team KPIs and customer outcomes to the Chief Revenue Officer and company leadership.
• Stay current with market trends and competitor activity to inform account strategy and foster a culture of continuous improvement.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• 6+ years of related experience, with at least 3 years in a leadership role, including experience managing managers and directly managing account managers.
• Proven track record building and leading successful account management and implementation or onboarding teams.
• Experience coaching teams on customer calls and deals, and building product knowledge and enablement programs.
• Experience with technical onboarding and implementation for SaaS customers strongly preferred.
• Strong analytical and problem-solving skills, with the ability to use customer data and feedback to identify trends and opportunities.
• Excellent communication and interpersonal skills, with the ability to work effectively with customers, team members, and executives.
• Strong leadership and management skills, with the ability to motivate and inspire teams to achieve performance objectives.
• Familiarity with CRM systems, customer feedback tools, and other customer experience technologies.

Compensation & Benefits

• Base salary range for this role is $150,000 to $180,000 per year, with a 25% annual bonus opportunity.
• Competitive benefits, including medical, dental, vision, life, and disability insurance options at affordable rates
• 401(k) plan with employer match
• Flexible and casual work environment
• Employee camping credit to encourage getting outdoors and experiencing our product!

We are prioritizing candidates in our hiring hubs of Grand Rapids (MI), Denver (CO), and Chicago (IL) who are interested in regular in-person collaboration. Secondary consideration may be given to candidates who reside in states where we currently have employees outside of our hubs, including MA, NH, NY, NC, OR, TX, UT, VT, VA, and Canada. Candidates located outside of the locations listed previously are not able to be considered at this time.

Campspot is a motivated team of outdoor enthusiasts and software professionals with decades of experience in the campground and outdoor industry. We’re looking to grow with people who embody our culture of learning, collaboration, and innovation. Today our portfolio includes two distinct but synergistic products: 

1. Campspot Management Software (https://software.campspot.com/) is the leading provider of reservation management software and tools for campgrounds and RV parks. It revolutionized the industry through its proprietary technology, allowing park owners to increase revenue through its inventory optimization tool and site-lock capabilities. 

2. The Campspot Marketplace (campspot.com and Campspot mobile app) is an online marketplace where travelers can find accommodations for their camping trips. Campspot’s inventory is 100% bookable and includes robust filters to help travelers customize their travel experience.