VP, Partner Success

Campspot • Grand Rapids, MI

4h • $160,000 - $200,000 • Onsite

About The Position

At Campspot, our goal is to help campground operators grow businesses and deliver great guest experiences. We’re looking for a VP, Partner Success who is deeply customer-centric—a leader who sees our customers as partners, takes pride in earning their trust every day, and is passionate about helping campground operators succeed.

This is a senior, highly visible role that serves as the steward of Campspot’s customer relationships after the sale. You’ll lead our post-sale organization—from implementation and onboarding through support, training, retention, and expansion—and you’ll help us scale a customer experience that is responsive, reliable, and rooted in genuine partnership.
What you’ll lead
You will oversee leaders and teams responsible for:
Implementation / Onboarding
Customer Support (phones + tickets, knowledge management, quality, and scalable resourcing)
Account Management (SMB, Mid-Market, Enterprise)
Customer Training / Enablement
Customer Operations (insights, process, tooling, and operating cadence)

Requirements

• 10+ years leading customer-facing teams in B2B SaaS (implementation, support, CS/AM)
• 5+ years managing managers; ability to scale through leaders
• A customer-first mindset: you balance empathy with high standards and follow-through
• Strong operational and analytical rigor (KPI ownership, staffing models, segmentation, process improvement)
• Executive presence and experience handling senior stakeholder conversations and customer escalations
• Ability to partner deeply across Sales, Product, and Engineering to drive outcomes

Responsibilities

• Champion the customer voice. Ensure Campspot consistently shows up for customers with empathy, urgency, and follow-through—especially when issues matter most.
• Be a trusted partner to campground operators. Build strong, durable relationships with key customers and ensure we understand their goals, seasonal realities, and operating constraints.
• Raise the bar on service. Set clear customer-facing standards for responsiveness and quality, and build systems that consistently meet them at scale.
• Build an operating cadence. Create a metrics-driven rhythm across onboarding, support, and account management—so we learn quickly, improve continuously, and deliver predictable outcomes.
• Improve the onboarding experience. Ensure customers have a clear, supported path to go-live and see value quickly—especially our highest-value and most complex operators.
• Develop retention and growth playbooks. Establish best practices for renewals, expansion, and proactive engagement so customers feel cared for—not managed.
• Partner cross-functionally. Work closely with Sales, Product, and Engineering to reduce friction, improve reliability, and turn customer feedback into measurable improvements.
• Coach and develop leaders. Build a strong culture of ownership, learning, and customer-first decision-making—strengthening the team through clarity and coaching.

Benefits

• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed