Goodstack · 4 days ago
Head of Customer Success (North America)
United States
Full-time
Remote
Director/Executive
10+ years expGoodstack is a fast-growing startup focused on revolutionizing how the world does good through technology. They are seeking a Head of Customer Success to lead the Customer Success organization across North America, focusing on customer retention, adoption, and upselling while managing a team of Customer Success Managers.
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Responsibilities
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
Qualification
Required
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
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
Preferred
Knowledge or love of corporate giving, CSR, or philanthropy platforms
Experience supporting global enterprise customers with complex stakeholder groups
Experience building CS functions from early scale to maturity
Experience working in mission-driven, high-trust organizations
Experience translating customer insight into product and roadmap influence
Benefits
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
Company
Goodstack
🌎 Goodstack is on a mission to revolutionize how the world does good by connecting companies, employees, and customers to causes through the largest purpose-driven network on the planet.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$5MKey Investors
Morpheus VenturesNationwideAscension
2021-07-21Seed· $5M
2019-12-19Series Unknown
2019-12-03Corporate Round
Leadership Team
Henry Ludlam
Founder & CEO
Recent News
Finextra Research
2025-03-13
Company data provided by crunchbase