Customer Success Manager (North America)

Goodstack is a Series A social-impact SaaS startup backed by General Catalyst (the investors behind Stripe and Airbnb). Global brands including Google, OpenAI, TikTok, LinkedIn, HSBC, Atlassian and Twilio — alongside thousands of nonprofits including the Red Cross, Cancer Research, and Oxfam — use Goodstack to make a difference. In 2025 alone, we facilitated $5 billion in donations to good causes.
About the role
We'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. You'll become the primary day-to-day partner once the customer is live, drive adoption and engagement, manage operational requests and escalations, and own renewals and upsells within the existing product footprint.
Your mission

Own the customer relationship post-launch — primary point of contact once live, running a structured operating cadence.
Drive adoption and outcomes.
Run day-to-day service with high standards — manage requests, unblock friction, coordinate internal teams.
Lead renewals end to end.
Deliver upsell growth within the existing product footprint.
Spot and qualify cross-sell opportunities and bring in the AE to execute.
Build executive trust with senior stakeholders.
Operate commercially and predictably — keep account plans and forecasts up to date.

Ideal experience

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 realisation across complex stakeholder groups.
Experience supporting high-touch enterprise programs with technical or operational complexity.
Strong use of structured customer success frameworks (success plans, health scoring, QBRs).
Based in Central or Western North America, with flexibility to travel regularly (including to London).

Bonus

Knowledge of corporate giving, CSR, philanthropy, or nonprofit ecosystems.
Working with HR/People, CSR, or Corporate Affairs teams.
Multi-product SaaS platforms with workflow-heavy implementations.

Benefits

Performance recognised and rewarded
Salary reviews and share options
Private health insurance
$300 annual "brighten your day" budget; $1,200 learning & development budget
25 days annual leave + birthday off + paid sick/wellness leave
WFH budget, flexible hours, paid volunteer days