Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success
Date Posted
February 12, 2026
Full Job Description
đź“‹ Description
- • As the Head of Customer Success for North America at Goodstack, you will be instrumental in shaping and scaling our post-launch customer lifecycle, driving unparalleled value and fostering long-term partnerships with our enterprise clients.
- • You will lead and grow our Customer Success organization, taking full accountability for critical metrics such as customer retention, product adoption, renewal rates, and expansion opportunities within our existing enterprise customer base.
- • This role is pivotal in designing, implementing, and refining the Customer Success operating model, ensuring a predictable, scalable, and consistently excellent customer experience across the region.
- • You will be responsible for managing, mentoring, and developing a high-performing team of Customer Success Managers (CSMs), empowering them to deliver exceptional service and drive customer outcomes.
- • A key aspect of your role will be to collaborate closely with cross-functional teams, including Sales, Solutions, Implementation, Revenue Operations (RevOps), and Product, to ensure seamless customer journeys and a unified approach to client engagement.
- • Your primary focus will be on protecting and growing existing revenue streams through strategic initiatives that enhance product adoption, ensure disciplined renewal processes, and drive value-led upsells.
- • You will not be responsible for net-new sales or cross-selling of entirely new products; these functions are managed by the New Business Sales team, allowing you to concentrate on maximizing value from our current customer relationships.
- • Your mission is to own the entire post-launch customer journey, ensuring customers achieve their desired outcomes and realize the full potential of the Goodstack platform.
- • You will lead the renewal process, ensuring it is initiated proactively, managed efficiently, and executed commercially, while also driving upsell opportunities within existing product suites in a consistent and value-driven manner.
- • Building and nurturing a world-class CS organization is a core responsibility. This includes recruiting top talent, onboarding them effectively, providing ongoing coaching, and managing performance to ensure a team that is both skilled and motivated.
- • You will define and embed a robust CS operating model, establishing clear cadences for engagement, developing comprehensive success plans, implementing effective customer health scoring mechanisms, defining escalation paths, and ensuring smooth handoffs between teams.
- • Operating as a peer to the Head of New Business, you will forge a strong partnership with Sales leadership, aligning on expansion strategies, qualifying opportunities, and developing cohesive customer engagement plans.
- • You will be responsible for creating seamless handoffs for expansion opportunities, ensuring CSMs are equipped to identify and qualify cross-sell opportunities and transfer them to Account Executives without friction or confusion.
- • A critical function will be to align revenue forecasting, working in tandem with Sales and RevOps to integrate renewal, upsell, and expansion signals into a single, accurate revenue outlook.
- • You will champion customer clarity, working to reduce internal noise, ensure clear ownership at every stage of the customer lifecycle, and deliver a consistent, high-quality enterprise experience.
- • You will act as the internal voice of the customer, translating structured customer insights into actionable feedback for the Product, Solutions, and Implementation teams, thereby influencing product development and service enhancements.
- • Your role will involve continuously raising the bar for how Goodstack delivers, supports, and scales its customer relationships, fostering a culture of continuous improvement.
- • Success in this role within 12-18 months will be measured by strong, predictable, and improving Gross Revenue Retention, proactive and well-governed renewal cycles with minimal escalations, consistent and value-led upsell revenue from existing customers, and a unified Sales and Customer Success system.
- • You will also be measured on the successful, well-timed, and high-converting qualification and closure of expansion opportunities, and positive customer feedback describing Goodstack as organized, commercial, and easy to work with.
- • Ultimately, success means building a scalable CS function that maintains high quality and trust, ensuring our enterprise clients feel supported and valued as they leverage Goodstack to achieve their philanthropic goals.
- • This role is ideal for a commercial CS leader who views renewals and upsells as core responsibilities, thrives in a sales-collaborative environment, and believes in the power of aligned growth strategies.
- • You should be operationally strong, capable of building and implementing systems, cadences, and processes that teams will readily adopt and follow.
- • The ability to be customer-led yet firm, balancing advocacy with accountability and clear boundaries, is essential.
- • You must be calm under pressure, adept at managing escalations and enterprise expectations with composure, and clear and decisive in removing ambiguity for your team and peers.
- • A talent-focused approach, with a proven ability to coach, develop, and retain top-tier CSMs, is paramount.
- • You will be outcome-driven, measuring success not by activity, but by tangible results in retention, growth, and customer impact.
- • You will represent Goodstack's mission to revolutionize how the world does good, ensuring our technology empowers global enterprises to give, volunteer, and fund with confidence, and supports nonprofits in gaining access to cutting-edge technology and new funding streams.
- • You will contribute to Goodstack's vision of a world where doing good is built into everything we do, leveraging your expertise to enhance the platform's value proposition for our esteemed clients like Google, OpenAI, TikTok, and HSBC, and supporting the vital work of nonprofits such as the Red Cross, Cancer Research, and Oxfam.
- • Your leadership will directly contribute to our ambitious goal of facilitating billions in donations to good causes, ensuring Goodstack remains the world's leading platform for powering global philanthropy.
🎯 Requirements
- • 10+ years of experience in Customer Success, Account Management, or post-sales leadership roles, with a proven track record of leading enterprise CS teams within SaaS environments.
- • Clear ownership and demonstrated success in driving renewals, upsells, and achieving commercial outcomes for existing customers.
- • Strong experience in developing and scaling CS processes and teams, with a deep understanding of SaaS customer lifecycle management.
- • Proven ability to partner effectively with Sales leadership, fostering alignment and collaborative growth strategies.
- • Experience operating successfully in fast-growth, evolving startup environments, demonstrating adaptability and resilience.
- • Based in Central or Western North America, with a willingness to travel as needed.
🏖️ Benefits
- • Competitive salary and share options, allowing you to be an integral part of Goodstack's growth and share in the company's success.
- • Comprehensive Private Health Insurance coverage.
- • Generous 'Brighten your day' annual budget of $300 for personal well-being and enrichment.
- • Significant Learning & Development annual budget of $1,200 to support your professional growth and skill enhancement.
- • Access to the Goodstack library for continuous learning and knowledge acquisition.
- • Paid days off specifically allocated for volunteering with non-profit causes, aligning with our mission.
- • Paid days to attend industry conferences and professional development events.
- • A paid day off on your birthday to celebrate your special day.
- • A minimum of 25 days of annual leave, in addition to paid public holidays, ensuring ample time for rest and rejuvenation.
- • Paid sick leave and paid wellness leave to support your health and well-being.
- • Flexible working hours to promote a healthy work-life balance.
- • A Work From Home (WFH) budget upon joining to help set up your ideal remote workspace.
- • Ecologi Carbon Offsetting initiative, contributing to environmental sustainability.
- • Opportunity to work in a mission-driven, high-trust organization dedicated to 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.
