Announcing the new Bonfire! Come try out a better way to design and sell custom tees!

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Customer Success Manager

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Bonfire.com is transforming the way people buy and sell high quality custom apparel. As BonfireFunds.com, a leading online fundraising site, we've helped thousands of causes and organizations raise millions of dollars by selling their own custom shirts. We’ve recently become Bonfire.com, a flexible platform that allows any cause and now any community, to buy and sell apparel.

We have an amazing opportunity for an experienced professional to join our fast growing platform and make it grow even faster.

As our Customer Success Manager, you'll be a critical member of our Richmond based team and will play a key role in the happiness of our customers thus directly impacting revenue growth. You’ll need to be an experienced manager, plus have the technical chops to build and implement various company initiative

What You’ll Do:

  • Manage the full range of Customer Success Activities that includes: onboarding, training, support, cross­sell & upsell, and customer advocacy
  • Assist in defining and optimizing Customer Lifecycle
  • Maintain a high level of customer engagement and satisfaction with a focus on customer loyalty
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall customer success/health scores
  • Develop processes to identify and track Customer Success, measure effectiveness of Customer Success operations and identify opportunities for continuous improvement
  • Create a company­wide culture of Customer Success and customer feedback loop
  • Align with Executive Team around key Customer Success metrics and objectives


What We’re Looking For:
  • 2+ years experience in leading customer­success organizations, with a strong focus on implementing process and managing a team(s)
  • Strong empathy for customer advocacy and passion for revenue and growth
  • Proven ability to manage influence through persuasion, negotiation, and consensus building
  • Analytical mindset with a deep understanding of value drivers in two­sided marketplace sales and service
  • Technically savvy with experience in research and implementation of company­wide customer communications platforms (ex. ZenDesk, Intercom, Desk)
  • Experience with implementing chat and phone based customer service
  • Excellent communication and presentation skills and well­poised under pressure
  • History and track record of continuous learning and improvement


You’re in good company (with a good company). We offer:
  • Competitive compensation with excellent insurance benefits, PTO, Apple devices, and
  • more
  • A positively amazing workplace culture with lots of happy hours, group trips, lunchtime games – as well as plenty of free apparel, snacks and perks
  • An environment to grow your skills, learn new technologies and tools, and to challenge yourself (and have a lot of fun doing so)
  • The chance to make a real impact in the company’s growth and history
  • An opportunity to help make a difference in thousands of people’s lives

LOCATION

Richmond, VA

POSITION TYPE

Full time

EXPERIENCE

Mid-level (1-3 years)