Account Manager, Goodstack

• Commercial mindset – You’re always looking for ways to expand accounts and deliver mutual value
• Structured and disciplined – You know your clients, your dates, and your pipeline. You don’t miss the details
• Empathetic communicator – You listen closely and adapt your style to suit the client, while still keeping them moving forward
• Team player – You collaborate closely with Sales, Solutions, Product, and Marketing to deliver results
• 2–5 years’ experience in Account Management, Customer Success, or Strategic Partnerships, ideally in B2B SaaS
• Demonstrated experience driving client retention and account growth
• Comfortable running regular meetings, writing success plans, and keeping internal systems up to date
• Familiarity with tools like HubSpot, Gainsight, or equivalent CS platforms
• Experience working with mid-market or enterprise clients
• Exposure to mission-driven, ESG, or social impact sectors is a bonus

Desirable

• As an Account Manager, you’ll be responsible for the end-to-end success of a portfolio of mid-to-large enterprise clients
• From onboarding and adoption through to renewal and expansion, you’ll ensure your clients see meaningful value — and that Goodstack is at the centre of their social impact strategy
• You’ll run regular engagements with your accounts, proactively share roadmap updates, lead renewal planning, and identify commercial opportunities along the way
• You’ll be measured on retention, expansion, and client advocacy
• This is a great opportunity for a mid-level Account Manager looking to level up their strategic muscle while still being close to execution
• The role is based in London and reports into the Head of Customer Success (North America)
• Own a book of business: Manage a portfolio of customers, running regular touchpoints, QBRs, and executive check-ins to keep relationships strong and goals aligned
• Drive retention: Ensure client satisfaction and proactively mitigate risk ahead of renewals — no last-minute surprises
• Grow accounts: Uncover expansion and cross-sell opportunities through strategic conversations and a strong commercial lens. You’ll always have one eye on growth
• Proactively highlight value: Surface relevant roadmap updates and product capabilities before the client needs to ask. Make them feel like we’re one step ahead
• Turn customers into advocates: Work with marketing to generate case studies, secure testimonials, and get the right clients involved in our Client Advisory Board
• Ensure visibility and alignment: Keep your internal stakeholders informed — Sales, Solutions, and Product — so everyone is clear on client priorities and plans
• Bring an account manager's drive to a customer success role — you think in revenue, not just relationships
• Know how to run a book of business with rigour — recurring meetings, structured agendas, proactive follow-ups, clear account plans
• Understand that great client management is part art, part science — you listen well, advise confidently, and always come prepared
• Are deeply proactive — you don’t wait for renewal time or a ticket to engage, you're always one step ahead
• Can manage multiple clients at different stages of maturity and complexity without dropping the ball
• After 3 months, success will look like:
• You’ve built strong relationships with all key stakeholders across your accounts
• You’ve completed onboarding for your portfolio and understand each client’s key outcomes and success measures
• You’ve identified expansion potential in at least 2-3 accounts and started surfacing roadmap opportunities
• You’ve helped generate at least one client story (quote, testimonial, or reference call)
• Your CRM notes, forecasts, and renewal dates are clean and up to date