Customer Success Manager (North America)

If you've been looking to join a fast-growing startup with a bold vision, exciting challenges and the opportunity to make a genuine difference in the world, you've found the right place. Backed by General Catalyst, the investors behind companies like Stripe and Airbnb, we're building something extraordinary. OUR MISSION 🌎 At Goodstack, our mission is to revolutionize how the world does good. We envision a world where doing good is built into everything we do. As a fast-growing, AI-native social impact startup, we're building the technology and infrastructure that connects businesses and good causes, making it easier to give, grow and create meaningful impact at scale. We do this in two ways: - Goodstack for Business helps some of the world's leading companies power their social impact programmes. - Goodstack for Causes helps nonprofits access the funding, technology and resources they need to thrive. And we're already making a difference: - $11 billion in donations facilitated since 2022. - Over 13 million mission-driven organisations in the world's largest verified database. - 500,000+ nonprofits on our platform, with thousands more joining every week. - Trusted by global companies including Google, Microsoft, Anthropic, Open AI, Canva, TikTok and Airbnb, alongside nonprofits such as the Red Cross, Cancer Research UK and Oxfam. WHAT WE'RE BUILDING NEXT 🚀 We're entering an exciting new chapter: evolving beyond software into an AI-native business that delivers meaningful outcomes for businesses and nonprofits worldwide. By combining AI, automation and human expertise, we're building a future where companies can manage global giving programmes more seamlessly, and nonprofits can access funding faster and more efficiently. Our ambition is bold, and the challenges are complex. We're looking for curious, ambitious and AI-native thinkers who take ownership, challenge assumptions and use technology creatively to solve meaningful problems. That's where you come in 🫵 JOIN US AS A CUSTOMER SUCCESS MANAGER (NORTH AMERICA)! We’re hiring a Customer Success Manager to own the post-launch relationship with our enterprise customers and ensure they adopt, scale, and renew year after year. You will become the primary day-to-day partner once the customer is live. You’ll drive adoption and engagement, manage operational requests and escalations, and ensure customers consistently realize value from Goodstack. You will also own renewals and upsells within the existing product footprint – including improving commercial terms, expanding usage, and growing geographic coverage. When there is whitespace for new products, you’ll qualify the opportunity and bring in the Account Executive to run the cross-sell process. You’ll work closely with Implementation (during handover), Solutions (when technical depth is required), and RevOps (to keep reporting, customer health, and forecasting disciplined). You’ll operate with clarity and control – reducing noise for customers while increasing value over time. AS A CUSTOMER SUCCESS MANAGER, YOUR MISSION WILL BE TO: - Own the customer relationship post-launch: Become the primary point of contact once live and run a structured operating cadence. - Drive adoption and outcomes: Ensure usage, engagement, and program performance are moving in the right direction. - Run day-to-day service with high standards: Manage requests, unblock friction, coordinate internal teams, and keep the customer confident. - Lead renewals end to end: Own the renewal process, timeline, stakeholder alignment, negotiation, and close. - Deliver upsell growth: Expand the existing product footprint (volume, usage, geographies, terms) tied to value delivered. - Spot and qualify cross-sell opportunities: Identify whitespace for new products, validate need, and bring in the AE to execute the sale. - Build executive trust: Maintain strong sponsor relationships and ensure senior stakeholders stay aligned to value. - Control noise and complexity: Ensure customers experience one coordinated Goodstack team and clear ownership. - Operate commercially and predictably: Keep account plans, renewal forecasts, and expansion signals documented and up to date. - Be a strong internal advocate: Translate customer needs into structured feedback for Product and Solutions without creating chaos. AFTER 12-18 MONTHS, SUCCESS WILL LOOK LIKE: - Your book of business is healthy, stable, and adopting – with clear value metrics and stakeholder alignment. - Renewal cycles are run early and cleanly, with high retention and minimal escalations. - You consistently grow existing customers through upsell (usage, volume, geography, terms) based on value delivered. - You surface high-quality cross-sell opportunities that convert because they’re well qualified and well timed. - Customers describe Goodstack as organized, responsive, and commercial – with a “one team” experience. - You are trusted internally as someone who runs accounts with discipline and judgment. - You’ve built a repeatable success rhythm that others can learn from and replicate. THIS ROLE IS A PERFECT MATCH FOR YOU IF YOU HAVE: - Commercial and customer led: You care about retention and growth, and you know how to do both without damaging trust. - Highly organized: You run tight cadence, clean documentation, and predictable outcomes across multiple accounts. - Confident in renewals: You can handle negotiation, procurement, and stakeholder alignment without hesitation. - Outcome driven: You focus on measurable adoption and value, not activity for activity’s sake. - Calm under pressure: You manage escalations and conflicting stakeholder priorities with composure. - Clear communicator: You simplify complexity and keep customers aligned without overloading them. - Proactive: You anticipate issues before they become problems and act early. - Collaborative: You know when to pull in Implementation, Solutions, or the AE – and when not to. - High standards: You deliver a premium experience consistently, even at pace. - Mobile: Willing to travel across North America and to London several times a year. IDEAL EXPERIENCE: - 5–10+ years in enterprise Customer Success, Account Management, or post-sales roles in SaaS. - Proven ownership of renewals and commercial negotiations in enterprise environments. - Strong track record driving adoption and value realization across complex stakeholder groups. - Experience supporting high-touch enterprise programs with technical or operational complexity. - Comfortable working cross-functionally with Product, Solutions, Implementation, and Sales. - Strong use of structured customer success frameworks (success plans, health scoring, QBRs). - Evidence of progression and increasing responsibility in fast-growing environments. - Based in Central or Western North America, with flexibility to travel regularly. BONUS IF YOU HAVE KNOWLEDGE OR LOVE OF: - Corporate giving, CSR, philanthropy, or nonprofit ecosystems. - Working with HR/People, CSR, or Corporate Affairs teams. - Multi-product SaaS platforms with workflow-heavy implementations. - Operating in Slack-based customer environments. - Translating customer insight into structured product feedback. 🇺🇸 WHAT YOU CAN EXPECT UPON JOINING OUR TEAM 💰 Salary reviews and share options becoming an integral part of our growth and share in the company's success 💝 Goodstack’s Workplace Giving ⚕️Private Health Insurance 🌞 $300 Brighten your day annual budget 🤓 $1,200 Learning & development annual budget 📚 Goodstack library ⭐️ Paid days off to volunteer for non-profit causes 🎤 Paid days to attend conferences 🥳 Paid day off on your birthday! 🌴 25 days annual leave, plus paid public holidays 💙 Paid sick leave 🧘🏽 Paid wellness leave ⚖️ Flexible working hours 🖥️ WFH budget upon joining 🌳 Ecologi Carbon Offsetting 🙌 … and so much more ABOUT US Since 2017, Goodstack has been at the forefront of creating a future where good will be built into everything we do. From daily commutes to weekend activities or grocery shopping, we envision a world where creating positive change is seamlessly integrated into our everyday lives. In this future, the depth and breadth of impact we can make through everyday actions will expand dramatically – benefiting both businesses and the world. Businesses are expected to deliver on both profit and purpose and those that don’t are falling behind. We’re here to make it easy for any company, anywhere in the world, to integrate good into what they do. Doing this empowers everyone – companies, employees, consumers, and communities – to contribute to positive change and take meaningful action. Let's do this! 💜 OUR PLEDGE TO DIVERSITY, EQUITY & INCLUSION We take pride in our diverse and growing team representing 20+ nationalities across 5 continents 🌍! Our continued expansion provides us with opportunities to embrace and celebrate different backgrounds, perspectives, and experiences, essential to our success. We actively seek and welcome applicants from all walks of life, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. A team that represents the world that we are trying to support is a wiser, more knowledgeable and stronger one. We’re excited for you to bring your experience, yourself and your special lemon twist https://goodstack.io/blog to Goodstack to propel us forward in striving to create a better world for us all. Check out our Careers Page https://goodstack.io/careers for more details!