Goodstack · 1 day ago
Customer Success Manager(North America)
Utica-Rome Area
Full-time
Hybrid
Senior Level
5+ years expGoodstack is a fast-growing startup focused on revolutionizing how the world does good through technology. The Customer Success Manager will own the post-launch relationship with enterprise customers, driving adoption, engagement, and ensuring renewals and upsells within the existing product footprint.
ComplianceFinTechPaymentsSoftware
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
Qualification
Required
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
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
Preferred
Knowledge or interest in corporate giving, CSR, philanthropy, or nonprofit ecosystems
Working with HR/People, CSR, or Corporate Affairs teams
Experience with multi-product SaaS platforms with workflow-heavy implementations
Operating in Slack-based customer environments
Translating customer insight into structured product feedback
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
Company
Goodstack
🌎 Goodstack is on a mission to revolutionize how the world does good by connecting companies, employees, and customers to causes through the largest purpose-driven network on the planet.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$5MKey Investors
Morpheus VenturesNationwideAscension
2021-07-21Seed· $5M
2019-12-19Series Unknown
2019-12-03Corporate Round
Leadership Team
Henry Ludlam
Founder & CEO
Recent News
Finextra Research
2025-03-13
Company data provided by crunchbase