[Hiring] Customer Success Manager @Goodstack

Role Description

Join us as a Customer Success Manager (North America)! 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.

• Become the primary day-to-day partner once the customer is live.
• Drive adoption and engagement, manage operational requests and escalations.
• Ensure customers consistently realize value from Goodstack.
• Own renewals and upsells within the existing product footprint.
• Qualify opportunities for new products and bring in the Account Executive for cross-sell processes.
• Work closely with Implementation, Solutions, and RevOps teams.
• Operate with clarity and control to reduce noise for customers while increasing value over time.

As a Customer Success Manager, your mission will be to:

• Own the customer relationship post-launch.
• Drive adoption and outcomes.
• Run day-to-day service with high standards.
• Lead renewals end to end.
• Deliver upsell growth.
• Spot and qualify cross-sell opportunities.
• Build executive trust.
• Control noise and complexity.
• Operate commercially and predictably.
• Be a strong internal advocate.

After 12-18 months, success will look like:

• Your book of business is healthy, stable, and adopting.
• Renewal cycles are run early and cleanly, with high retention.
• You consistently grow existing customers through upsell based on value delivered.
• You surface high-quality cross-sell opportunities that convert.
• Customers describe Goodstack as organized, responsive, and commercial.
• You are trusted internally as someone who runs accounts with discipline and judgment.
• You’ve built a repeatable success rhythm that others can learn from and replicate.

Qualifications

• 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.
• Strong use of structured customer success frameworks (success plans, health scoring, QBRs).
• Evidence of progression and increasing responsibility in fast-growing environments.
• Based in Central or Western North America, with flexibility to travel regularly.

Requirements

• Commercial and customer led.
• Highly organized.
• Confident in renewals.
• Outcome driven.
• Calm under pressure.
• Clear communicator.
• Proactive.
• Collaborative.
• High standards.
• Mobile: Willing to travel across North America and to London several times a year.

Benefits

• Salary reviews and share options becoming an integral part of our growth.
• Goodstack’s Workplace Giving.
• Private Health Insurance.
• $300 Brighten your day annual budget.
• $1,200 Learning & development annual budget.
• Goodstack library.
• Paid days off to volunteer for non-profit causes.
• Paid days to attend conferences.
• Paid day off on your birthday!
• 25 days annual leave, plus paid public holidays.
• Paid sick leave.
• Paid wellness leave.
• Flexible working hours.
• WFH budget upon joining.
• Ecologi Carbon Offsetting.
• … and so much more.