Job Overview
Location
🇺🇸 USA
Job Type
Full-time
Category
Software Engineering
Date Posted
May 22, 2026
Full Job Description
đź“‹ Description
- • Own the post-launch customer relationship as the primary point of contact for enterprise clients in North America, ensuring seamless adoption, engagement, and long-term value realization from Goodstack’s platform.
- • Drive customer adoption and outcomes by monitoring usage, program performance, and engagement metrics, ensuring clients consistently achieve their social impact goals through the platform.
- • Manage day-to-day service operations with high standards, including handling operational requests, unblocking friction points, coordinating internal teams, and maintaining customer confidence.
- • Lead end-to-end renewal processes: own timelines, stakeholder alignment, commercial negotiation, and contract closure for enterprise accounts with a focus on high retention rates.
- • Identify and execute upsell opportunities within existing customer footprints by expanding usage volume, geographic coverage, and commercial terms based on demonstrated value.
- • Qualify whitespace for cross-sell opportunities into new Goodstack products, validate customer need, and collaborate with Account Executives to execute sales processes.
- • Build and maintain trusted executive sponsor relationships, ensuring senior stakeholders remain aligned to the value delivered and are engaged in strategic reviews.
- • Reduce customer noise and complexity by serving as a single, coordinated point of contact across Goodstack teams, ensuring clarity and consistent ownership.
- • Operate with commercial discipline: maintain accurate account plans, renewal forecasts, and expansion signals using structured frameworks like success plans, health scoring, and QBRs.
- • Act as a strong internal advocate by translating customer feedback into structured, actionable insights for Product and Solutions teams without creating operational chaos.
- • Travel regularly across North America and to London several times per year to meet with clients and support internal alignment.
- • Deliver a premium, organized, and responsive customer experience that positions Goodstack as a trusted, commercial, and reliable partner.
- • Maintain a repeatable, scalable rhythm for account management that can be documented, taught, and replicated by other team members.
- • Ensure all customer interactions are outcome-driven, focusing on measurable impact rather than activity for activity’s sake.
- • Proactively anticipate customer challenges and address them before they escalate, maintaining high satisfaction and low churn.
- • Collaborate effectively with Implementation during handover, Solutions for technical depth, and RevOps for reporting, forecasting, and health tracking.
- • Balance commercial goals with customer trust, ensuring growth initiatives are aligned with genuine value delivery and long-term partnership.
- • Keep documentation clean, up to date, and accessible to ensure transparency and continuity across customer accounts.
- • Contribute to a culture of high standards, where consistency, clarity, and composure under pressure define success.
🎯 Requirements
- • 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
- • Based in Central or Western North America, with flexibility to travel regularly
🏖️ Benefits
- • Salary reviews and share options tied to company growth
- • Goodstack’s Workplace Giving program
- • Private Health Insurance
- • $300 annual budget to Brighten your day
- • $1,200 annual Learning & Development budget
- • Paid days off to volunteer for non-profit causes
- • 25 days annual leave, plus paid public holidays
- • Paid sick leave and paid wellness leave
- • Flexible working hours
- • WFH budget upon joining
- • Ecologi Carbon Offsetting
- • Paid day off on your birthday
- • Paid days to attend conferences
- • Goodstack library
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Goodstack LLC
Goodstack is a cloud-native observability platform designed to simplify the management and monitoring of complex cloud environments. It offers a unified solution for logs, metrics, and traces, providing deep insights into application performance and infrastructure health. The platform automates common observability tasks, allowing development and operations teams to quickly identify and resolve issues, optimize resource utilization, and improve overall system reliability. Goodstack focuses on providing a cost-effective and user-friendly experience, enabling businesses to gain better control over their cloud deployments without the need for extensive manual configuration or specialized expertise. Its goal is to make observability accessible and efficient for modern tech stacks.
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