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About the role
Key responsibilities & impact- Own the customer relationship post-launch: Become the primary point of contact once live and run a structured operating cadence.
- Drive adoption and outcomes: Ensure usage, engagement, and program performance are moving in the right direction.
- Run day-to-day service with high standards: Manage requests, unblock friction, coordinate internal teams, and keep the customer confident.
- Lead renewals end to end: Own the renewal process, timeline, stakeholder alignment, negotiation, and close.
- Deliver upsell growth: Expand the existing product footprint (volume, usage, geographies, terms) tied to value delivered.
- Spot and qualify cross-sell opportunities: Identify whitespace for new products, validate need, and bring in the AE to execute the sale.
- Build executive trust: Maintain strong sponsor relationships and ensure senior stakeholders stay aligned to value.
- Control noise and complexity: Ensure customers experience one coordinated Goodstack team and clear ownership.
- Operate commercially and predictably: Keep account plans, renewal forecasts, and expansion signals documented and up to date.
- Be a strong internal advocate: Translate customer needs into structured feedback for Product and Solutions without creating chaos.
Requirements
What you’ll need- 5–10+ years in enterprise Customer Success, Account Management, or post-sales roles in SaaS.
- Proven ownership of renewals and commercial negotiations in enterprise environments.
- Strong track record driving adoption and value realization across complex stakeholder groups.
- Experience supporting high-touch enterprise programs with technical or operational complexity.
- Comfortable working cross-functionally with Product, Solutions, Implementation, and Sales.
- Strong use of structured customer success frameworks (success plans, health scoring, QBRs).
- Evidence of progression and increasing responsibility in fast-growing environments.
- Based in Central or Western North America, with flexibility to travel regularly.
Benefits
Comp & perks- 💰 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
- 🙌 … and so much more
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successaccount managementrenewalscommercial negotiationsadoptionvalue realizationstructured customer success frameworkshealth scoringQBRsSaaS
Soft Skills
relationship managementstakeholder alignmentnegotiationinternal advocacycross-functional collaborationproblem-solvingcommunicationtrust buildingorganizational skillsadaptability