Head of Account Management (North America)

Goodstack; Fairview; On-site; CAD 100,000 - 130,000; Full time

Job summary

A leading SaaS startup in Alberta is seeking a Head of Account Management who will be responsible for handling renewals, growth, and senior customer relationships. The role demands a disciplined operator capable of delivering immediate results while designing scalable processes for the future. Ideal candidates should possess extensive experience in enterprise SaaS account management, have a successful track record in leading teams, and foster strong partnerships across organizations. The position promises opportunities for personal and professional development in a fast-paced environment.

Benefits

Salary reviews and share options

Goodstack’s Workplace Giving

Private Health Insurance

$300 annual budget for personal wellbeing

$1,200 annual budget for learning & development

Paid days off to volunteer for non-profit causes

Paid day off on your birthday

25 days annual leave, plus paid public holidays

Flexible working hours

WFH budget upon joining

Qualifications

• 10+ years in Account Management or Customer Success for enterprise SaaS.
• 5+ years leading high-performing enterprise teams, ideally in scaling environments.
• Proven ownership of Net Revenue Retention across strategic and enterprise portfolios.

Responsibilities

• Oversee account management processes, ensuring successful renewals and growth.
• Lead a high-performing Account Management team and set clear expectations.
• Design and implement account management coverage model and operational playbooks.

Skills

Account Management

Customer Success

Team Leadership

Commercial Acumen

Communication

Project Management

Tools

HubSpot

Gong

Notion

Job description

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

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 🫵

Join us as Head of Account Management

In this role, you’ll own everything that happens after the sale – renewals, growth, senior relationships, and the operating rhythm that keeps it all running to standard.

This is a hands‑on, player‑coach role for a disciplined operator who can deliver results today while designing the model that scales tomorrow.

You’ll report to the VP GTM and work closely with our executive team as a key driver of customer success and growth strategy.

Revenue & Retention

• Deliver strong renewal and growth results across our enterprise accounts.
• Show clear proof of value so renewals feel natural and expansions inevitable.
• Build a simple, disciplined forecasting process for renewals and expansions with clear inspection points.
• Build, in partnership with RevOps, the dashboards, health scores, and reporting frameworks that bring maturity, visibility, and accountability to how Account Management operates.

Team Leadership

• Hire, develop, and lead a high‑performing Account Management team – starting small, scaling with thoughtful precision.
• Act as a player‑coach: join customer meetings, review plans, and coach live on senior conversations.
• Set clear expectations for how the team prepares, follows up, and manages multi‑stakeholder relationships – we aspire for 5★ hotel experience for our customers at every touchpoint.
• Build competency frameworks and development paths so everyone knows what good looks like.

Operating Model & Playbooks

• Alongside RevOps, design the Account Management coverage model (by ARR tier, segment, and geography).
• Define and drive adoption across core cadences and SLAs for renewals, expansions, QBRs, success plans, and escalations.
• Capture what works and turn it into repeatable playbooks for scale.
• Work with RevOps to improve workflows, health scores, and dashboards in HubSpot, Gong, and Notion.

Strategic Accounts & Cross‑Functional Leadership

• Build and maintain senior and executive relationships; lead value conversations and in‑person QBRs – you’re a figure head across accounts.
• Act as an escalation point for key customers, resolving issues quickly and turning them into moments of trust.
• Partner with Product, Solutions, Marketing, and Sales on adoption, roadmap priorities, and joint growth plans.

Success in 12–18 Months

• Net Revenue Retention remains consistently above target, with predictable renewals and healthy expansion.
• A clear Account Management operating model and coverage plan are in place and performing.
• A small but high‑calibre AM team is hired, ramped, and delivering to standard.
• Forecasts for renewals and expansions are accurate and trusted.
• Every top‑tier account has a simple, actionable account plan and QBR cadence.
• Goodstack is seen by senior stakeholders as a proactive, trusted partner that’s easy to work with.

Fit for You

• Disciplined and detailed – you run tight processes and nothing slips.
• Commercially sharp – you understand deal structures, margins, and what drives long‑term value.
• A builder – you thrive in blank space, write the playbook, and make it stick.
• A hands‑on leader – you coach in the moment and uphold high standards.
• A clear communicator – you’re concise, direct, and easy to follow.
• Calm under pressure – you handle challenges without drama.
• Collaborative – you work closely with Sales, Product, RevOps, and Marketing to get things done.
• Empathetic and credible – trusted by both customers and your team.
• Happy to travel – you value in‑person time with clients and your team across North America and the UK.

Ideal Experience

• 10+ years in Account Management or Customer Success for enterprise SaaS.
• 5+ years leading high‑performing enterprise teams, ideally in scaling environments.
• Proven ownership of NRR and GRR across strategic and enterprise portfolios.
• Managed and grown large, multi‑stakeholder accounts worth seven or eight figures in ARR.
• Built or scaled AM functions – including coverage models, cadences, and playbooks.
• Strong with CRM / CS tooling (HubSpot), call intelligence (Gong), and documentation / enablement (Notion).
• Comfortable partnering with RevOps on forecasting, segmentation, and performance.
• Ideally based in the Central or Eastern time zone in North America, with regular travel to clients and Europe.

Bonus

• The corporate giving, CSR, or philanthropy ecosystem.
• Experience in fintech or donations infrastructure.
• Building or scaling post‑sale teams in fast‑growth SaaS.
• Helping purpose‑led organisations connect doing good with commercial growth.

What You Can Expect

• 💰 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

About Us

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.

Our Pledge to Diversity, Equity & Inclusion

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!