Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 12, 2026
Full Job Description
đź“‹ Description
- • As a Customer Success Manager (CSM) at Goodstack, you will be instrumental in nurturing and expanding relationships with our enterprise clients across North America, ensuring they derive maximum value from our innovative social impact platform.
- • You will own the post-launch journey of our customers, acting as their primary day-to-day partner and trusted advisor. Your core mission is to drive deep adoption, foster sustained engagement, and ensure our clients consistently achieve their desired outcomes through Goodstack.
- • This role demands a proactive and commercially astute individual who can manage operational requests, expertly navigate escalations, and meticulously track customer health and value realization.
- • A significant part of your responsibility will be to own the renewal process end-to-end, including improving commercial terms, expanding usage, and growing geographic coverage within your assigned book of business.
- • You will also be responsible for identifying and qualifying opportunities for upsells within the existing product footprint, ensuring customers are leveraging the full breadth of Goodstack's capabilities.
- • When new product offerings present themselves as potential solutions for customer needs, you will be tasked with spotting these 'whitespace' opportunities, validating the customer's need, and seamlessly handing off the qualified lead to an Account Executive for the cross-sell process.
- • Collaboration is key in this role. You will work closely with our Implementation team during the handover phase, engage with the Solutions team when deep technical expertise is required, and partner with RevOps to maintain rigorous standards in reporting, customer health monitoring, and forecasting.
- • Your approach will be characterized by clarity and control, aiming to reduce complexity and noise for our customers while continuously increasing the value they receive from Goodstack.
- • You will establish and run a structured operating cadence with your clients, ensuring consistent communication and strategic alignment.
- • Driving adoption and outcomes means actively monitoring usage, engagement levels, and overall program performance, intervening proactively to ensure positive trends.
- • Delivering day-to-day service with high standards involves efficiently managing requests, removing operational friction, coordinating internal resources, and maintaining customer confidence through reliable support.
- • Leading renewals end-to-end requires managing the entire process from timeline adherence, stakeholder alignment, negotiation, and ultimately, securing the renewal.
- • Delivering upsell growth involves expanding the existing product footprint through increased volume, usage, geographic reach, or improved commercial terms, all directly tied to the demonstrable value delivered to the customer.
- • Spotting and qualifying cross-sell opportunities involves identifying potential needs for new products, validating these needs with the customer, and preparing a compelling case for the Account Executive.
- • Building executive trust is paramount. You will cultivate strong relationships with senior stakeholders, ensuring ongoing alignment with the value proposition and strategic goals of Goodstack.
- • Controlling noise and complexity means ensuring customers perceive a unified and coordinated approach from Goodstack, with clear ownership and streamlined communication channels.
- • Operating commercially and predictably involves maintaining up-to-date account plans, accurate renewal forecasts, and clear signals for expansion opportunities.
- • Acting as a strong internal advocate, you will translate customer needs and insights into structured, actionable feedback for our Product and Solutions teams, contributing to platform improvement without creating internal chaos.
- • Success in this role after 12-18 months will be evidenced by a healthy, stable, and growing book of business with clearly defined value metrics and strong stakeholder alignment.
- • Renewal cycles will be managed proactively and efficiently, resulting in high retention rates and minimal escalations.
- • You will consistently grow existing customer accounts through successful upsells, demonstrating clear value delivered.
- • High-quality cross-sell opportunities will be surfaced and converted due to thorough qualification and timely engagement.
- • Customers will consistently describe Goodstack as organized, responsive, and commercially adept, providing a seamless 'one team' experience.
- • Internally, you will be recognized as a disciplined and judicious account manager.
- • You will have developed and implemented a repeatable success rhythm that can serve as a model for others within the team.
- • This role is ideal for someone who is commercial and customer-led, prioritizing retention and growth while maintaining trust.
- • Exceptional organizational skills are required to manage multiple accounts, maintain clean documentation, and ensure predictable outcomes.
- • Confidence in handling renewals, including negotiation and stakeholder alignment, is essential.
- • A strong outcome-driven mindset, focusing on measurable adoption and value, is critical.
- • The ability to remain calm under pressure, managing escalations and competing priorities with composure, is highly valued.
- • Clear communication skills are necessary to simplify complexity and align stakeholders effectively.
- • Proactive anticipation of issues and early intervention are key to success.
- • A collaborative spirit, knowing when and how to engage other internal teams, is important.
- • Maintaining high standards to deliver a premium customer experience, even in a fast-paced environment, is expected.
- • Willingness to travel across North America and to London several times a year is required.
- • You will be a key player in Goodstack's mission to revolutionize how the world does good, empowering global enterprises to integrate positive impact seamlessly into their operations and supporting nonprofits in accessing technology and funding.
🎯 Requirements
- • 5-10 years of experience in enterprise Customer Success, Account Management, or post-sales roles within a SaaS environment.
- • Proven track record of owning renewals and successfully navigating commercial negotiations within enterprise client settings.
- • Demonstrated success in driving adoption and value realization across complex stakeholder groups in enterprise accounts.
- • Experience supporting high-touch enterprise programs that involve technical or operational complexity.
- • Comfort and proficiency in working cross-functionally with Product, Solutions, Implementation, and Sales teams.
- • Strong understanding and application of structured customer success frameworks, including success planning, health scoring, and conducting Quarterly Business Reviews (QBRs).
- • Evidence of career progression and increasing responsibility, particularly within fast-growing startup environments.
- • Based in Central or Western North America, with the flexibility and willingness to travel regularly across North America and internationally.
- • Bonus: Knowledge or interest in corporate giving, CSR, philanthropy, or nonprofit ecosystems.
- • Bonus: Experience working with HR, People, CSR, or Corporate Affairs teams.
- • Bonus: Experience with multi-product SaaS platforms featuring workflow-heavy implementations.
- • Bonus: Familiarity with operating in Slack-based customer communication environments.
- • Bonus: Experience translating customer insights into structured product feedback.
🏖️ Benefits
- • Performance-based recognition and rewards, with opportunities for high performers to earn exceptionally well and progress rapidly.
- • Competitive salary reviews and share options, allowing team members to share in the company's growth and success.
- • Goodstack's Workplace Giving program.
- • Private Health Insurance.
- • $300 annual budget to 'Brighten your day'.
- • $1,200 annual budget for Learning & Development.
- • Access to the Goodstack library.
- • Paid days off to volunteer for non-profit causes.
- • Paid days to attend conferences.
- • Paid day off on your birthday.
- • 25 days of annual leave, plus paid public holidays.
- • Paid sick leave.
- • Paid wellness leave.
- • Flexible working hours.
- • Work From Home (WFH) budget upon joining.
- • Ecologi Carbon Offsetting initiatives.
- • A dynamic and mission-driven work environment focused on making a positive global impact.
Skills & Technologies
Remote
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.
