Customer Success Manager(North America)

Goodstack

About The Position

If you’ve been looking to join a fast-growing startup with a bold vision of a world where doing good is built into everything we do, then you’ve found the right place! Backed by General Catalyst, the same investors behind Stripe and Airbnb, we’re one of Europe’s fastest-growing SaaS companies – building the technology that enables global enterprises to give, volunteer, and fund with confidence. Our Mission Our mission at Goodstack is to revolutionize how the world does good 🌎. As a Series A social impact startup, we power global change through technology. We enable companies to seamlessly integrate positive impact into what they do through a unified platform while supporting nonprofits in gaining access to cutting-edge technology and finding new funding streams. Global brands, including Google, OpenAI, TikTok, LinkedIn, HSBC, Atlassian and Twilio - as well as thousands of nonprofits, including the Red Cross, Cancer Research, and Oxfam - use Goodstack to make a difference. In 2025 alone, we have facilitated $5 billion in donations to good causes. But this is just the beginning. We're building the world’s leading platform that powers donations to nonprofits globally. To keep our momentum and deliver consistently high value to our partners, we need incredible people to help us on our journey – we need you 🫵 Join us as 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.

Requirements

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.
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.

Nice To Haves

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.

Responsibilities

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.

Benefits

Performance is recognized and rewarded - top performers earn exceptionally well and have the opportunity progress quickly.
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