Customer Success Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take ownership of the complete customer journey for AgentPro, Goodstack’s AI-driven grant writing platform.

• Facilitate the onboarding of new accounts and lead sessions for product enablement.

• Encourage feature adoption and consistent utilization of AgentPro's self-service AI functionalities.

• Collaborate with internal grant delivery specialists to ensure adherence to deadlines, quality standards, and service agreements.

• Track usage metrics, reduce churn risks, manage renewal pipelines, and identify opportunities for expansion or upselling.

• Act as the primary escalation point for client inquiries, issues, and complaints.

• Address operational challenges and escalate technical bugs to relevant internal teams.

• Gather customer feedback and Net Promoter Score (NPS) data.

• Convert client insights into actionable product and delivery recommendations.

• Foster customer satisfaction, retention, revenue growth, product adoption, and operational efficiency KPIs.

⛳️ Requirements

• 2–4 years of experience in Customer Success, Account Management, or Client Services.

• Background preferably in nonprofits, B2B SaaS, AI/automation tools, or tech-enabled services.

• Strong ability in stakeholder management with effective written and verbal communication skills.

• Demonstrated experience in managing client escalations, prioritizing issues under pressure, and ensuring swift resolutions.

• Highly organized and detail-oriented.

• Comfortable with learning AI workflows and assisting clients to achieve software self-sufficiency.

• Must reside in the USA or Canada.

• Capability to work from the country of residence with necessary work authorization.

🏝️ Benefits

• Salary reviews and equity options.

• Goodstack’s Workplace Giving program.

• Private Health Insurance coverage.

• Tuesday lunches provided by Goodstack.

• Annual budget of $300 for personal wellness.

• Annual budget of $1,200 for learning and development.

• Access to the Goodstack library.

• Paid days off to volunteer for non-profit initiatives.

• Paid days to attend industry conferences.

• A paid day off on your birthday.

• 25 days of annual leave, in addition to paid public holidays.

• Paid sick leave.

• Paid wellness leave.

• Flexible working hours.

• Work-from-home budget upon joining.

• Ecologi Carbon Offsetting program.