Director of Account Management & Customer Experience - East
•Mark43· 21h
🎧 Support⏰ Full-time👔 Executive🇺🇸 San Francisco, USA
21h ago
Goodstack·15 days ago
If you’ve been looking to join a fast-growing startup with a bold vision of a world where doing good is built into everything we do, then you’ve found the right place!
Backed by General Catalyst, the same investors behind Stripe and Airbnb, we’re one of Europe’s fastest-growing SaaS companies – building the technology that enables global enterprises to give, volunteer, and fund with confidence.
Our mission at Goodstack is to revolutionize how the world does good 🌎.
As a Series A social impact startup, we power global change through technology. We enable companies to seamlessly integrate positive impact into what they do through a unified platform while supporting nonprofits in gaining access to cutting-edge technology and finding new funding streams.
Global brands, including Google, OpenAI, TikTok, LinkedIn, HSBC, Atlassian and Twilio - as well as thousands of nonprofits, including the Red Cross, Cancer Research, and Oxfam - use Goodstack to make a difference.
In 2025 alone, we have facilitated $5 billion in donations to good causes. But this is just the beginning. We're building the world’s leading platform that powers donations to nonprofits globally.
To keep our momentum and deliver consistently high value to our partners, we need incredible people to help us on our journey – we need you 🫵
We’re hiring a Head of Customer Success to own the post-launch customer lifecycle and lead our Customer Success organization across North America.
You’ll be accountable for retention, adoption, renewals, and upsell across our enterprise customer base. You’ll design and run the CS operating model, manage and develop a team of Customer Success Managers, and partner closely with Sales, Solutions, Implementation, RevOps, and Product to deliver a predictable, scalable customer experience.
You will not own net-new sales or cross-sell of new products, those sit with Account Executives on the New Business Team. Your focus is on protecting and growing existing revenue through strong adoption, disciplined renewals, and value-led upsell, while ensuring customers experience one coordinated Goodstack team.
Own post-launch customer outcomes: Be accountable for adoption, engagement, retention, and long-term customer value.
Lead renewals and upsell: Ensure renewals are run early, cleanly, and commercially, and that upsell within existing products is executed consistently.
Build and lead the CS organization: Hire, onboard, coach, and performance-manage a high-caliber team of Customer Success Managers.
Set the CS operating model: Define and enforce cadence, success planning, health scoring, escalation paths, and handoffs.
Partner tightly with Sales leadership: Operate as a peer to the Head of New Business, aligning on expansion timing, opportunity qualification, and customer strategy.
Create clean expansion handoffs: Ensure CSMs surface and qualify cross-sell opportunities and hand them to AEs without friction or confusion.
Align revenue forecasting: Partner with Sales and RevOps to roll renewals, upsell, and expansion signals into a single, accurate revenue view.
Maintain customer clarity: Reduce noise, ensure one clear owner at every stage, and deliver a consistent enterprise experience.
Represent the customer internally: Translate structured customer insight into actionable input for Product, Solutions, and Implementation.
Raise the bar: Continuously improve how Goodstack delivers, supports, and scales customer relationships.
Gross Revenue Retention is strong, predictable, and improving.
Renewal cycles are proactive, well-governed, and rarely escalated.
Upsell revenue from existing customers is consistent and value-led.
Sales and Customer Success operate as a unified system, not separate teams.
Expansion opportunities are well-timed, well-qualified, and convert at a high rate.
Customers describe Goodstack as organized, commercial, and easy to work with.
You’ve built a CS function that scales without sacrificing quality or trust.
A commercial CS leader: You see renewals and upsell as core responsibilities.
Sales-collaborative: You enjoy working shoulder-to-shoulder with Sales leadership and believe growth requires alignment.
Operationally strong: You build systems, cadence, and processes that teams actually follow.
Customer-led but firm: You balance advocacy with accountability and clear boundaries.
Calm under pressure: You manage escalations and enterprise expectations with composure.
Clear and decisive: You remove ambiguity for your team and your peers.
Talent-focused: You coach, develop, and retain top-tier CSMs.
Outcome-driven: You measure success in retention, growth, and customer impact — not activity.
10+ years in Customer Success, Account Management, or post-sales leadership roles.
Proven experience leading enterprise CS teams in SaaS environments.
Clear ownership of renewals, upsell, and commercial outcomes.
Strong track record driving adoption and retention at scale.
Experience partnering closely with Sales leadership.
Comfortable operating in fast-growth, evolving environments.
Demonstrated ability to design and scale CS processes and teams.
Based in Central or Western North America, with willingness to travel.
Corporate giving, CSR, or philanthropy platforms.
Supporting global enterprise customers with complex stakeholder groups.
Building CS functions from early scale to maturity.
Working in mission-driven, high-trust organizations.
Translating customer insight into product and roadmap influence.
💰 Salary reviews and share options becoming an integral part of our growth and 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 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
Since 2017, Goodstack has been at the forefront of creating a future where good will be built into everything we do. From daily commutes to weekend activities or grocery shopping, we envision a world where creating positive change is seamlessly integrated into our everyday lives. In this future, the depth and breadth of impact we can make through everyday actions will expand dramatically – benefiting both businesses and the world.
Businesses are expected to deliver on both profit and purpose and those that don’t are falling behind. We’re here to make it easy for any company, anywhere in the world, to integrate good into what they do. Doing this empowers everyone – companies, employees, consumers, and communities – to contribute to positive change and take meaningful action.
Let's do this! 💜
We take pride in our diverse and growing team representing 20+ nationalities across 5 continents 🌍! Our continued expansion provides us with opportunities to embrace and celebrate different backgrounds, perspectives, and experiences, essential to our success. We actively seek and welcome applicants from all walks of life, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
A team that represents the world that we are trying to support is a wiser, more knowledgeable and stronger one. We’re excited for you to bring your experience, yourself and your special lemon twist to Goodstack to propel us forward in striving to create a better world for us all.
Check out our Careers Page for more details!