Customer Success Manager

Job Description

As a Customer Success Manager (CPQ), you will be the primary point of contact for Campfire customers using our Configure, Price, Quote software modules. You will be responsible for developing lasting customer relationships that promote retention and loyalty, supporting customers as they move from pilots to active production users, and leading support activities across cost estimation, quoting, pricing, and change management. You will also gather and document customer requirements, contribute product insights based on customer experience, and help develop scalable customer success processes as our global customer base grows.

Location & Work Model

• Ann Arbor, MI — Hybrid: Primarily remote with 3 days in-office every other week
• 10–20% travel to customer sites for onboarding, training, or strategic reviews
• Flexible schedule; occasional evening/weekend availability for urgent customer needs

Key Responsibilities

Customer Relationship Management

• Develop customer relationships that promote retention, loyalty, and long-term account health
• Support customers through the full lifecycle — from pilot to active production — ensuring smooth transitions
• Lead customer support activities for cost estimation, quoting, pricing, and change management modules
• Conduct training sessions, onboarding, and quarterly business reviews across multiple geographic markets
• Identify and pursue opportunities for subscription renewals, upsells, and account expansion

Technical & Domain Expertise

• Gather and document customer requirements for business processes including cost/price analysis, supply chain management, sales and material forecasting, and production capacity
• Understand and debug complex automotive cost models in collaboration with customers
• Work with customers to ensure productive use of Campfire software and maximize ROI

Process & Team Collaboration

• Develop customer success processes that drive efficient, standardized outcomes across a growing customer base
• Collaborate with Product, Sales, and Support teams to relay customer feedback and inform the Campfire solution roadmap
• Maintain accurate documentation of customer requirements, interactions, and action items in the CRM
• Manage multiple customer projects concurrently, meeting deadlines while delivering high-quality outcomes

Qualifications:
Qualifications

Core Competencies

• Proven ability to build and maintain long-lasting, healthy relationships with enterprise customers
• Excellent verbal and written communication skills; comfortable engaging diverse stakeholders
• Strong problem-solving skills — able to work through complex issues independently and with a team
• Top-down, big-picture thinker who can connect day-to-day work to broader business outcomes
• Ability to thrive in a fast-paced, collaborative startup environment
• Strong mathematical aptitude; comfortable with financial or cost-based analysis
• Eagerness to learn and adapt to new tools, processes, and customer environments

Technical Skills

• Experience delivering training and support across multiple geographic markets
• Ability to understand and work within complex automotive cost models
• Background collaborating with product development teams to ideate and implement scalable solutions
• Proficiency with Microsoft Excel and/or other financial modeling tools for cost and price analysis
• Familiarity with CRM tools (e.g., Salesforce, HubSpot) preferred
• Automotive industry knowledge preferred

Work Experience

• 4+ years of relevant experience in a customer-facing role — customer success, customer support, or system implementation
• Experience in the computer software or SaaS industry highly desirable
• Experience with cost models in Microsoft Excel or similar software packages

Education

• BA/BS degree in Finance, Business, Engineering, or a related discipline

Additional Information

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