Goodstack

Head of Account Management – North America

Goodstack

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Lead

About the role

  • 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.
  • 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.
  • 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.
  • 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.

Requirements

  • 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.
Benefits
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Account ManagementCustomer SuccessNRRGRRcoverage modelscadencesplaybooksforecastingsegmentationperformance management
Soft skills
leadershipcoachingrelationship managementcommunicationteam developmentproblem-solvingstrategic thinkingcollaborationaccountabilitycustomer experience