Head of Customer Success (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 a Head of Customer Success (North America)! We’re hiring a Head of Customer Success to own the post-launch customer lifecycle and lead our Customer Success organization across North America. You’ll be accountable for retention, adoption, renewals, and upsell across our enterprise customer base. You’ll design and run the CS operating model, manage and develop a team of Customer Success Managers, and partner closely with Sales, Solutions, Implementation, RevOps, and Product to deliver a predictable, scalable customer experience. You will not own net-new sales or cross-sell of new products, those sit with Account Executives on the New Business Team. Your focus is on protecting and growing existing revenue through strong adoption, disciplined renewals, and value-led upsell, while ensuring customers experience one coordinated Goodstack team.

Requirements

10+ years in Customer Success, Account Management, or post-sales leadership roles.
Proven experience leading enterprise CS teams in SaaS environments.
Clear ownership of renewals, upsell, and commercial outcomes.
Strong track record driving adoption and retention at scale.
Experience partnering closely with Sales leadership.
Comfortable operating in fast-growth, evolving environments.
Demonstrated ability to design and scale CS processes and teams.
Based in Central or Western North America, with willingness to travel.

Nice To Haves

Corporate giving, CSR, or philanthropy platforms.
Supporting global enterprise customers with complex stakeholder groups.
Building CS functions from early scale to maturity.
Working in mission-driven, high-trust organizations.
Translating customer insight into product and roadmap influence.

Responsibilities

Own post-launch customer outcomes: Be accountable for adoption, engagement, retention, and long-term customer value.
Lead renewals and upsell: Ensure renewals are run early, cleanly, and commercially, and that upsell within existing products is executed consistently.
Build and lead the CS organization: Hire, onboard, coach, and performance-manage a high-caliber team of Customer Success Managers.
Set the CS operating model: Define and enforce cadence, success planning, health scoring, escalation paths, and handoffs.
Partner tightly with Sales leadership: Operate as a peer to the Head of New Business, aligning on expansion timing, opportunity qualification, and customer strategy.
Create clean expansion handoffs: Ensure CSMs surface and qualify cross-sell opportunities and hand them to AEs without friction or confusion.
Align revenue forecasting: Partner with Sales and RevOps to roll renewals, upsell, and expansion signals into a single, accurate revenue view.
Maintain customer clarity: Reduce noise, ensure one clear owner at every stage, and deliver a consistent enterprise experience.
Represent the customer internally: Translate structured customer insight into actionable input for Product, Solutions, and Implementation.
Raise the bar: Continuously improve how Goodstack delivers, supports, and scales customer relationships.

Benefits

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