Customer Success Manager

Goodstack; Greater London; Hybrid; GBP 60,000 - 95,000; Full time

Benefits offered by this job

Private Health Insurance

Lunch on Goodstack Tuesdays

Learning & development budget

Paid days off to volunteer

Job summary

Goodstack is a fast-growing AI-native social impact startup backed by General Catalyst. We power donations to nonprofits and enable brands to embed good into everyday operations.

Join us as Customer Success Manager to own the end-to-end journey for AgentPro, maximize client value, drive NPS, retention, and growth across nonprofits and B2B SaaS partners.

Qualifications

• Onboard new accounts, lead product enablement sessions, and drive feature adoption.
• Act as the primary interface between clients and internal grant delivery specialists to ensure deadlines and quality benchmarks are met.
• Monitor usage metrics to mitigate churn, manage renewals, and surface expansion opportunities.

Responsibilities

• Onboard new accounts and drive feature adoption.
• Coordinate with grant delivery team to meet deadlines and service levels.
• Monitor usage metrics and renewals to reduce churn and identify growth opportunities.
• Serve as escalation point for client inquiries and operational issues.
• Collect feedback and translate insights into actionable recommendations.

Skills

Customer Success

Account Management

Client Services

Nonprofit/B2B SaaS

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 building something truly extraordinary.

Our Mission

Our mission at Goodstack is to revolutionize how the world does good.

As a fast growth, AI-native 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 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 Customer Success Manager!

We are seeking a proactive, revenue-driven Customer Success Manager to own the end-to-end customer journey for AgentPro, our AI-powered grant writing platform. You will ensure clients maximize value from our AI tools while coordinating with our grant delivery team to drive NPS, account retention, and growth.

As Customer Success Manager, your mission will be to:

• Onboard new accounts, lead product enablement sessions, and drive feature adoption so clients regularly use AgentPro's self-serve AI capabilities.
• Act as the primary interface between clients and internal grant delivery specialists to ensure deadlines, quality benchmarks, and service agreements are consistently met.
• Monitor usage metrics to mitigate churn risks, manage renewal pipelines, and surface expansion or upsell opportunities within existing accounts.
• Serve as the key escalation point for client inquiries, friction points, and complaints, resolving operational issues or triaging technical bugs to internal teams efficiently.
• Collect customer feedback and NPS data systematically, translating client insights into actionable product and delivery recommendations.

This role is a perfect match for you if you have:

• Any experience in Customer Success, Account Management, or Client Services, preferably within nonprofits, B2B SaaS, AI/automation tools, or tech-enabled services.
• Strong stakeholder management ability with clear written and verbal communication.
• Proven experience handling client escalations, triaging issues under pressure, and driving fast resolutions.
• Highly organised and detail-oriented.
• Comfortable learning AI workflows and guiding clients on software self-sufficiency.

Key Performance Indicators (KPIs):

• Net Promoter Score (NPS).
• Net Revenue Retention (NRR), Gross Retention Rate (GRR), and Renewal Rate.
• Monthly Active Users (MAU), self-service feature utilization rate, and Time-to-First-Value (TTFV).
• Ticket triage response/resolution time and on-time grant delivery completion rate.

What you can expect upon joining our team

• 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
• On Tuesday, lunch is on Goodstack
• $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.

Let's do this!

Check out our Careers Page for more details!

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.