{"id":750025,"url":"https://alion.io/job/goodstack-customer-success-manager-north-america","title":"Customer Success Manager (North America)","company":{"id":673730,"name":"Goodstack","domain":"goodstack.io","url":"https://alion.io/company/goodstack","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US","CA","MX","AI","AG","AW","BS","BB","BZ","BM","VG","BQ","KY","CR","CW","DM","DO","SV","GL","GD","GP","GT","HT","HN","JM","MQ","MS","NI","PA","PR","KN","LC","VC","PM","SX","TT","TC","VI"],"hiring_countries_total":38,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"LinkedIn","optional":false},{"name":"OpenAI","optional":false},{"name":"Twilio","optional":false},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-05-21T17:30:51Z","employer_posted_date":"2026-05-21","last_verified_at":"2026-10-21T21:20:15Z","board_verified":true,"closed_at":null,"days_open":153,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":152},"description":"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.\nBacked by General Catalyst, the same investors behind Stripe and Airbnb, we’re building something truly extraordinary.\nOur Mission\nOur mission at Goodstack is to revolutionize how the world does good .\nAs a fast growth, AI-native 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.\nGlobal 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.\nIn 2025 alone, we 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.\nTo keep our momentum and deliver consistently high value to our partners, we need incredible people to help us on our journey - we need you\nJoin us as a Customer Success Manager (North America)!\nWe’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.\nYou 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.\nYou 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.\nYou’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.\nAs a Customer Success Manager, your mission will be to:\nOwn the customer relationship post-launch: Become the primary point of contact once live and run a structured operating cadence.\n\nDrive adoption and outcomes: Ensure usage, engagement, and program performance are moving in the right direction.\n\nRun day-to-day service with high standards: Manage requests, unblock friction, coordinate internal teams, and keep the customer confident.\n\nLead renewals end to end: Own the renewal process, timeline, stakeholder alignment, negotiation, and close.\n\nDeliver upsell growth: Expand the existing product footprint (volume, usage, geographies, terms) tied to value delivered.\n\nSpot and qualify cross-sell opportunities: Identify whitespace for new products, validate need, and bring in the AE to execute the sale.\n\nBuild executive trust: Maintain strong sponsor relationships and ensure senior stakeholders stay aligned to value.\n\nControl noise and complexity: Ensure customers experience one coordinated Goodstack team and clear ownership.\n\nOperate commercially and predictably: Keep account plans, renewal forecasts, and expansion signals documented and up to date.\n\nBe a strong internal advocate: Translate customer needs into structured feedback for Product and Solutions without creating chaos.\n\nAfter 12-18 months, success will look like:\nYour book of business is healthy, stable, and adopting - with clear value metrics and stakeholder alignment.\n\nRenewal cycles are run early and cleanly, with high retention and minimal escalations.\n\nYou consistently grow existing customers through upsell (usage, volume, geography, terms) based on value delivered.\n\nYou surface high-quality cross-sell opportunities that convert because they’re well qualified and well timed.\n\nCustomers describe Goodstack as organized, responsive, and commercial - with a “one team” experience.\n\nYou are trusted internally as someone who runs accounts with discipline and judgment.\n\nYou’ve built a repeatable success rhythm that others can learn from and replicate.\n\nThis role is a perfect match for you if you have:\nCommercial and customer led: You care about retention and growth, and you know how to do both without damaging trust.\n\nHighly organized: You run tight cadence, clean documentation, and predictable outcomes across multiple accounts.\n\nConfident in renewals: You can handle negotiation, procurement, and stakeholder alignment without hesitation.\n\nOutcome driven: You focus on measurable adoption and value, not activity for activity’s sake.\n\nCalm under pressure: You manage escalations and conflicting stakeholder priorities with composure.\n\nClear communicator: You simplify complexity and keep customers aligned without overloading them.\n\nProactive: You anticipate issues before they become problems and act early.\n\nCollaborative: You know when to pull in Implementation, Solutions, or the AE - and when not to.\n\nHigh standards: You deliver a premium experience consistently, even at pace.\n\nMobile: Willing to travel across North America and to London several times a year.\n\nIdeal experience:\n5-10+ years in enterprise Customer Success, Account Management, or post-sales roles in SaaS.\n\nProven ownership of renewals and commercial negotiations in enterprise environments.\n\nStrong track record driving adoption and value realization across complex stakeholder groups.\n\nExperience supporting high-touch enterprise programs with technical or operational complexity.\n\nComfortable working cross-functionally with Product, Solutions, Implementation, and Sales.\n\nStrong use of structured customer success frameworks (success plans, health scoring, QBRs).\n\nEvidence of progression and increasing responsibility in fast-growing environments.\n\nBased in Central or Western North America, with flexibility to travel regularly.\n\nBonus if you have knowledge or love of:\nCorporate giving, CSR, philanthropy, or nonprofit ecosystems.\n\nWorking with HR/People, CSR, or Corporate Affairs teams.\n\nMulti-product SaaS platforms with workflow-heavy implementations.\n\nOperating in Slack-based customer environments.\n\nTranslating customer insight into structured product feedback.\n\nWhat you can expect upon joining our team\nSalary reviews and share options becoming an integral part of our growth and share in the company's success\nGoodstack’s Workplace Giving\nPrivate Health Insurance\n$300 Brighten your day annual budget\n$1,200 Learning & development annual budget\nGoodstack library\n⭐ Paid days off to volunteer for non-profit causes\nPaid days to attend conferences\nPaid day off on your birthday!\n25 days annual leave, plus paid public holidays\nPaid sick leave\nPaid wellness leave\nFlexible working hours\nWFH budget upon joining\nEcologi Carbon Offsetting\n… and so much more\nAbout us\nSince 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.\nBusinesses 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.\nLet's do this!\nOUR PLEDGE TO DIVERSITY, EQUITY & INCLUSION\nWe 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.\nA 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 speciallemon twistto Goodstack to propel us forward in striving to create a better world for us all.\nCheck out our Careers Page for more details!","description_format":"text","description_chars":8635,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Equity","Flexible schedule","Health insurance","Stock options"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Canada","iso":"CA","kind":"country"},{"name":"Mexico","iso":"MX","kind":"region"},{"name":"Anguilla","iso":"AI","kind":"region"},{"name":"Antigua and 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