Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the customer relationship after launch: Serve as the main point of contact once the service is live and establish a structured operational routine.

• Promote usage and results: Ensure that engagement, usage, and program performance are progressing positively.

• Manage daily service with excellence: Oversee requests, eliminate obstacles, coordinate with internal teams, and maintain customer confidence.

• Oversee the entire renewal process: Handle the renewal timeline, align stakeholders, negotiate, and finalize agreements.

• Achieve upsell growth: Broaden the current product reach (including volume, usage, regions, and terms) linked to delivered value.

• Identify and qualify cross-sell opportunities: Detect potential areas for new products, confirm the need, and collaborate with the Account Executive to finalize the sale.

• Foster executive trust: Sustain robust relationships with sponsors and ensure senior stakeholders are aligned with the value provided.

• Simplify communication and reduce complexity: Guarantee that customers interact with a unified Goodstack team and experience clear ownership.

• Operate in a commercially sound and predictable manner: Maintain updated account plans, renewal forecasts, and expansion indicators.

• Act as a strong internal advocate: Convert customer needs into organized feedback for Product and Solutions while avoiding chaos.

⛳️ Requirements

• 5–10+ years of experience in enterprise Customer Success, Account Management, or post-sales roles within SaaS.

• Demonstrated ownership of renewals and commercial negotiations in enterprise settings.

• Strong history of driving adoption and value realization among complex stakeholder groups.

• Experience in supporting high-touch enterprise programs that involve technical or operational complexities.

• Ability to work collaboratively across functions, including Product, Solutions, Implementation, and Sales.

• Proficient in utilizing structured customer success frameworks (such as success plans, health scoring, and QBRs).

• Proven progression and increasing responsibilities in fast-paced environments.

• Located in Central or Western North America, with the willingness to travel regularly.

🏝️ Benefits

• 💰 Salary reviews and share options that become a crucial part of our growth and allow you to share in the company's success

• 💝 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 of annual leave, plus paid public holidays

• 💙 Paid sick leave

• 🧘🏽 Paid wellness leave

• ⚖️ Flexible working hours

• 🖥️ Work from home budget upon joining

• 🌳 Ecologi Carbon Offsetting

• 🙌 … and so much more