Customer Success Manager — AI for Good (Flexible Hours)

Goodstack; Concord (NH); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Salary reviews and share options

Workplace Giving

Private Health Insurance

Lunch on Goodstack

Learning & development budget

Volunteer days

Conference days

Birthday day off

25 days annual leave

Paid sick leave

Paid wellness leave

Flexible working hours

WFH budget

Ecologi Carbon Offsetting

Job summary

Goodstack is seeking a proactive Customer Success Manager to own the end-to-end journey for AgentPro, our AI-powered grant writing platform. You will ensure clients maximize value from AI tools while coordinating with the grant delivery team to hit timelines and quality benchmarks.

The role focuses on onboarding, feature adoption, managing renewals, minimizing churn, and surfacing expansion opportunities, with a metrics-driven approach including NPS, MAU, and time-to-first-value.

Qualifications

• 2–4 years 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.

Responsibilities

• 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.

Skills

Customer Success

Account Management

Client Services

Communication

Organization

AI workflows

Job description

Goodstack is seeking a proactive Customer Success Manager to own the end-to-end journey for AgentPro, our AI-powered grant writing platform. You will ensure clients maximize value from AI tools while coordinating with the grant delivery team to hit timelines and quality benchmarks.

The role focuses on onboarding, feature adoption, managing renewals, minimizing churn, and surfacing expansion opportunities, with a metrics-driven approach including NPS, MAU, and time-to-first-value.