Customer Success Manager, Goodstack
+ Share Options
More information about location
API-first giving & purpose platform
Job no longer available
API-first giving & purpose platform
101-200 employees
Job no longer available
+ Share Options
More information about location
101-200 employees
Company mission
To make it easy to do good on a global scale.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
Salary benchmarks
Our take
As global events like the Climate Crisis, COVID-19, and the war in Ukraine have shown, aligning brands with purpose is more important now than ever. However, the processes of integrating purpose-driven initiatives into businesses have traditionally been manual, archaic, and inefficient.
Goodstack's API-first platform simplifies this process by enabling companies to seamlessly integrate giving and purpose into their operations. The technology connects businesses with over 8.6M non-profits across 185 countries, eliminating the complexities of charitable giving.
From enabling donations at the end of streaming documentaries to supporting in-kind donations and powering giving on social media platforms, Goodstack's mission is to embed purpose in every company. With its innovative technology, impressive funding and growing global presence, Goodstack's forward-thinking approach positions it for a future of bright success.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Jan 2022
$40.5m
SERIES A
Jul 2021
$5m
EARLY VC
Total funding: $45.5m
Company benefits
- 💰 Salary reviews
- 💝 Goodstack’s Workplace Giving - Charitable donations matching of up to £250 every year.
- ⚕️ Private medical insurance
- ☀️ £250 every year to spend on anything to brighten your day… anything!
- 🤓 £1,000 annual learning & development budget
- 🎤 Paid days to attend conferences
- ⭐️ Paid days off to volunteer for non-profit causes
- 📚 Goodstack library
- ⚖️ Flexible working
- 🌴 25 days of annual leave, plus paid bank holidays.
- 🎂 Your birthday off
- 🧘🏽 Wellness days
- 💙 Paid sick leave
- 💚 Paid mental health leave
- 💻 MacBook when you join
- 🖥️ Work-from-home allowance
- 🌳 Ecologi Carbon Offsetting
- 💰 UK salary sacrifice / USA 401(k) plan
- 🚢 Team socials
- 🚴🏾 UK cycle-to-work scheme 🇬🇧
- 🍽 Tasty Tuesday – Office lunch is on the company 🇬🇧
- 🏃🏿♀️ Slow run club (Wednesdays) 🇬🇧
- 🪁 Parental leave 🇬🇧
Company values
- Purpose over profit: We consider the actions as individuals and a collective and make decisions to maximise the positive impact on people. This means we act ethically and not at the expense of people 🫶
- Candid & kind: Ideas meritocracy discovered by direct honesty, but with no rudeness or disrespect - life’s too short!
- High speed, high agency: Moving fast, aiming high, and upholding excellence in everything we do to scale impact even further. The nonprofit space has been left behind for too long - let’s change that!
- Lemon twist: This is the little bit of extra magic, the secret sauce, the spark of unusual, or the element of surprise. Great ideas come to life where being and thinking differently are celebrated - bring on the Lemon Twist!™️ 🍋
Company HQ
Fitzrovia, London, UK
Articles
Leadership
Henry Ludlam
(Co-Founder & CEO)Founder of TeamFirst and S&C Productions LTD. Previous experience providing founder advice and mentorship through Wayra.
Stef Greer
(Co-Founder & CPO)Co-founded Goodstack in 2017 and has served as the CPO since.
Jack Samler
(COO)Jack joined Goodstack in 2024 as the COO. Prior to that, they spent 3 years at Voi Technology as a Managing Director. 3 years at Deliveroo as a Senior Manager, Head of Sales & Business Development and Commercial Director. They also spent nearly 3 years at BBC as a Strategy Associate and Manager.
People progressing
Sam joined Goodstack in 2022 as an API Engineer and now serves as an Engineering Manager.
Noe joined Goodstack as a Software Engineer in the non-profit experience team and now works in the grants team.
Diversity, Equity & Inclusion at Goodstack
Henry Ludlam (CEO)
- As the CEO of Goodstack, I am proud to share our mission of harnessing technology to power purpose in every organisation worldwide. A crucial aspect of our success is our unwavering commitment to cultivating a diverse, inclusive, and equitable work environment that enables our team to thrive
- We take pride in our diverse and growing team representing 16+ 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
- Our policies, such as parental leave are designed to help our people balance work and family life, allowing them to prosper in their careers 🪁
- To foster our team's continuous growth, we've allocated a budget for Learning & Development, enabling team members to attend conferences, up-skill, and expand their knowledge with company-sponsored resources 📚
- At Goodstack, we dream big about the positive impact we can create and work relentlessly to deliver donations to purpose-driven organisations globally. We understand the intensity of our mission and prioritise our team's well-being by encouraging mental health breaks without salary deductions ❤️
- To support diverse work preferences, we offer flexible work arrangements, including remote work and a dedicated office space for our London-based employees. Together, we foster a candid & kind workplace where all voices matter, fueling collective growth and global impact
- A team that well 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 & special [lemon twist](https://goodstack.io/about) to Goodstack to propel us forward in striving to create a better world for us all.
Share this job
View 2 more jobs at Goodstack