Customer Success Manager (North America)

🇺🇸 USA, Remote. Posted 5 months ago

The role

You will own the post-launch relationship with enterprise customers to ensure adoption, scale, and renewal. You will manage day-to-day service, lead renewals, and drive upsell growth within the existing product footprint.

What you will do

Own the customer relationship post-launch as the primary point of contact
Drive adoption and outcomes through usage and engagement
Manage day-to-day service, requests, and internal coordination
Lead the end to end renewal process including negotiation and closing
Deliver upsell growth by expanding product footprint
Identify and qualify cross-sell opportunities for Account Executives
Build executive trust and maintain sponsor relationships
Control noise and complexity for customers
Maintain account plans, renewal forecasts, and expansion signals
Translate customer needs into feedback for Product and Solutions

Required qualifications

Commercial and customer led
Highly organized
Confident in renewals
Outcome driven
Calm under pressure
Clear communicator
Proactive
Collaborative
High standards
Willing to travel across North America and to London several times a year
5–10+ years in enterprise Customer Success, Account Management, or post-sales roles in SaaS
Based in Central or Western North America

Nice to 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

Benefits

Salary reviews and share options
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

About the company

Goodstack is an AI-native social impact startup that enables companies to integrate positive impact into their operations through a unified platform. The company powers donations to nonprofits globally for brands including Google, OpenAI, and TikTok.