Campspot

Incubate and scale new revenue lines while providing operational and strategic support to executive leadership. | Requires 4-7 years of experience in management consulting or operational roles at high-growth tech companies, with strong financial modeling and project management skills. | The Role We are looking for a high-agency "builder" to serve as a force multiplier for the executive team. In this role, you will hold two distinct responsibilities: 1) Incubating and launching new ancillary revenue lines from scratch, and 2) Providing critical operational capacity to the Leadership Team (LT) on ambiguous, high-priority projects. This is not a theoretical strategy role. We need someone who can model the business case on Monday, and be in the weeds configuring a pilot workflow on Tuesday. You will be the primary owner of "New Business as a Function," ensuring these initiatives drive growth without distracting our core teams. Key Responsibilities Incubate New Revenue Lines (The "Builder"): Launch the Services Pilot: Immediate ownership of our "Customer Support as a Service" pilot for campgrounds. You will validate the P&L, define the operational mechanics, and prove the model. Expand the Portfolio: Assess and launch subsequent ancillary revenue opportunities Transition to Scale: Build these pilots to maturity, creating the playbooks required to eventually hand them off to functional owners or scale them into standalone business units. Strategic Capacity & Leadership Support: Executive Leverage: Act as a utility player for the CEO and LT, stepping in to lead cross-functional initiatives that fall between departments or require immediate, high-level attention. Leadership Continuity: Ensure the business never misses a beat by providing coverage and support for key leadership functions during capacity crunches or transition periods. Cross-Functional Alignment: Drive strategic planning cadences and ensure complex projects are moving forward across Finance, Operations, and Product. The Ideal Candidate Background: 4-7 years of experience, ideally combining management consulting/professional services with operational experience at a high-growth technology company. Ambiguity Tolerance: You thrive in an environment where the goal is clear (Growth) but the path is undefined. You don't need a syllabus to be effective. Financial & Operational Fluency: You can build robust financial models to justify investment in new business lines, but you are equally comfortable designing operational workflows. Hands-on Leadership: You have a "no task too small" mentality. Whether it’s presenting a business case to the Board or diving into tactical details, you do whatever is necessary to keep the momentum moving forward. You're a strategic thinker that is invigorated by execution. Connector and Communicator: You have real experience leading cross-functional projects, clearly communicating complex information and creating alignment across various stakeholders. Compensation and Benefits Anticipated starting annual salary: $120k-$160k 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.

Lead and optimize the customer support team, improve processes, and enhance customer experience through cross-functional collaboration. | 7+ years in customer support or related roles, 5+ years managing teams, experience with SaaS support platforms, and process improvement methodologies. | The Role Campspot is seeking a Director of Customer Operations to lead and scale our Customer Support organization. This role will have direct oversight of the customer support team and will be responsible for driving operational excellence, team performance, and customer satisfaction. The ideal candidate is a strategic operator and people leader who thrives on building high-performing teams, introducing meaningful metrics, and continuously improving processes to deliver a best-in-class customer experience. Key Responsibilities Team Leadership & Management Lead, coach, and develop the Customer Support team, including managers and frontline support staff Foster a customer-first culture focused on empathy, accountability, and continuous improvement Research and implement new tools, including AI, to improve efficiency and customer experience Manage relationships with vendor service providers Develop planning forecast and match with staffing needs Identify key bottlenecks and gaps across customer journey Collaborate with Product to prioritize bug resolution Analyze customer feedback to surface themes with broader product and strategy implications Implement omni-channel monitoring and escalation across owned and public touchpoints Manage QA of support interactions and investigate process breakdowns Directly manage high-sensitivity service escalations Partner with HR and leadership on hiring, onboarding, performance management, and career development Operational Excellence Own the day-to-day operations of Customer Support, ensuring consistent, high-quality service delivery Design, implement, and refine scalable support processes and workflows Identify inefficiencies and drive process improvements to enhance productivity and customer outcomes Metrics & Performance Management Define, track, and report on key customer support metrics (e.g.,response times, resolution times, ticket volume) Use data and insights to identify trends, guide decision-making, and drive measurable improvements Establish clear performance goals and accountability across the team Customer Experience & Cross-Functional Collaboration Serve as a champion for the customer, ensuring feedback and insights are shared with Product, Engineering, Sales, and other CX stakeholders Partner cross-functionally to address root causes of customer issues and improve the end-to-end customer journey Support major initiatives, product launches, and change management efforts impacting customers Qualifications 7+ years of experience in customer support, customer operations, or customer experience roles 5+ years of experience leading and managing teams, including people managers Proven experience building or scaling customer support operations in a SaaS or technology environment Strong analytical skills with hands-on experience defining and using performance metrics Excellent communication, leadership, and stakeholder management skills Passion for delivering exceptional customer experiences and developing people Nice to Have Experience with support platforms (e.g., Zendesk, Intercom, Salesforce Service Cloud) Background in process improvement methodologies (Lean, Six Sigma, or similar) Experience working in a growth-stage or scaling organization Experience working with third party service providers, including onshore and offshore Compensation and Benefits Anticipated starting annual salary: $110k-$130k 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! While Campspot is a remote-first company, priority will be given to candidates located near our Grand Rapids, MI headquarters who are interested in regular in-person collaboration. Secondary consideration will be given to candidates who reside in US states where we currently have employees, including CO, IL, ME, MA, MI, NH, NY, NC, OR, TX, UT, VT, and VA. Candidates located outside of the states listed previously, or Canada, 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.

Manage and optimize paid media campaigns, develop strategies, and report on performance for clients. | 3+ years agency experience managing paid search and social campaigns, proficiency with GA4, Google Ads, and Meta Ads, strong analytical and client communication skills. | We are seeking a highly-motivated and results-oriented Digital Marketing Specialist to be a foundational member of our new Marketing Services agency. This new division within Campspot will provide full-service paid media and marketing services to our B2B SaaS customers (campground owners and operators), helping them drive more bookings and grow their own brands. The role will also provide opportunities for exposure and interaction with Campspot’s in-house performance marketing team that manages internal paid media campaigns for Campspot’s B2C Marketplace (campspot.com) and B2B Campground SaaS (software.campspot.com) businesses. The ideal candidate is an agency-trained, hands-on expert in Paid Search and Paid Social who excels at managing multiple small and mid-size business (SMB) clients, possesses strong analytical and communication skills, and is excited by the prospect of building a new service offering from the ground up. Core Responsibilities: Client Campaign Management: Plan, build, execute, and optimize paid media campaigns (especially Google Paid Search and Meta Ads) on behalf of our campground clients to drive online bookings and maximize their ROAS. Plan, build, execute and optimize email campaigns in coordination with our campground clients to drive engagement and bookings with their customers. Client Strategy & Onboarding: Develop bespoke digital marketing strategies for a diverse portfolio of campground clients, understanding their unique goals, budgets, and target audiences. Client Reporting, Management & Communication: Serve as a primary point of contact for your clients. Prepare and deliver clear, data-driven performance reports (using GA4, ad platforms, etc.) that "tell the story" of their campaign ROI and provide actionable insights. Process & Product Development: As a foundational team member, you will actively help create and refine the scalable workflows, reporting templates, and best practices for our new agency offering. Innovation: Proactively research and propose new paid media channels, strategies, and testing ideas to drive better results for our clients. Required Qualifications: 3+ years of experience working in a digital marketing agency is required. Direct, hands-on experience managing paid media campaigns (especially Google Search and Meta Ads) for multiple small or mid-size business (SMB) clients. Proven, hands-on expertise in managing and optimizing paid media channels with a focus on direct-response and e-commerce outcomes. Proficiency with Google Analytics 4 (GA4) and native ad platforms (e.g., Google Ads, Meta Ads Manager). Strong analytical skills with the ability to translate complex data into simple, actionable business insights. Technical expertise in marketing tracking implementation: Demonstrated ability to set up, troubleshoot, and audit marketing tracking infrastructure. Proficient in Google Tag Manager (GTM) for deploying tags, configuring GA4 conversion events, and verifying Meta Pixel firing to ensure accurate attribution and ROAS measurement. Excellent communication and storytelling skills, with proven experience in a client-facing or stakeholder-management role. Demonstrated ability to be a self-starter, work independently, and manage multiple projects simultaneously in a fast-paced environment. Experience with CRM platforms is a strong plus. Experience in the e-commerce or travel/hospitality industry is a plus. Compensation and Benefits: Total compensation for this role is anticipated to be in the following range: $70,000 - $90,000 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 with flexible time off Employee camping credit to encourage getting outdoors and experiencing our product! While Campspot is a remote-first company, we are initially limiting our search to candidates in our hiring hubs of Grand Rapids (MI), Denver (CO), and Chicago (IL) who are interested in the potential for in-person collaboration. 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.

Manage and grow a portfolio of campground accounts, build relationships, and facilitate account transitions. | Bachelor's degree or equivalent experience, proven experience in account management or sales, strong communication skills, and ability to travel. | We are seeking a highly motivated and experienced Account Manager to join our team and play a pivotal role in managing relationships within their portfolio of accounts. As a Small Business Account Manager at Campspot, you will be responsible for driving the growth and success of our platform within your accounts. You will work closely with campground owners/staff, build strong partnerships, and implement strategies to increase adoption and revenue. This role requires a combination of strategic thinking, relationship management, and a passion for the outdoors. Key Responsibilities: Account Portfolio: Responsible for proactive management of approximately 150 accounts and reactive management 450 additional accounts with a total oversight of $1.2 million in ARR. Relationship Building: Establish and maintain strong relationships with campground owners, managers, and other stakeholders in the region. Park Management: Facilitate park account transitions related to change of ownerships and terminations. Market Analysis: Use data-driven insights to develop and implement strategies for campground and territory revenue growth. Product Advocacy: Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development. Manage setup and adoption of various third party integrations. Product Knowledge: Maintain a deep understanding of Campspot's software and booking solutions to effectively communicate and leverage the value proposition to customers. Reporting: Track and report on key performance metrics, including revenue generation and customer feedback. Provide regular updates to the management team. Market Expansion: Generate referral campgrounds for the inbound sales team. Qualifications: Bachelor's degree in Business, Marketing, or a related field or equivalent experience. Proven experience in sales, business development, or account management, preferably in the outdoor and travel industry. Strong interpersonal and communication skills. Ability to work independently, set priorities, and meet deadlines. Excellent negotiation and problem-solving abilities. Ability to travel to assigned accounts or to industry events, based on business need. Compensation and Benefits: Base salary: $52-56k; performance-based bonuses up to 25% of salary 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: we offer flexible PTO and this is a remote eligible role Employee camping credit to encourage getting outdoors and experiencing our product! While this role is remote, priority will be given to candidates located near our Grand Rapids, MI headquarters. Secondary consideration will be given to candidates who reside in states where we currently have employees, including CO, IL, MA, MI, NH, NY, NC, OR, TX, UT, VT, VA, and Canada. Candidates located outside of any of the previously listed locations 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.