Customer Success Manager (North America)

About the role

We are a fast-growing startup backed by General Catalyst, building a platform that enables companies to integrate positive impact into their operations. Our Customer Success Manager will own the post-launch relationship with our enterprise customers, ensuring they adopt, scale, and renew year after year.

Responsibilities

• Become the primary point of contact once live and run a structured operating cadence.
• Ensure usage, engagement, and program performance are moving in the right direction.
• Manage requests, unblock friction, coordinate internal teams, and keep the customer confident.
• Own the renewal process, timeline, stakeholder alignment, negotiation, and close.
• Expand the existing product footprint (volume, usage, geographies, terms) tied to value delivered.
• Identify whitespace for new products, validate need, and bring in the Account Executive to execute the sale.
• Maintain strong sponsor relationships and ensure senior stakeholders stay aligned to value.
• Reduce noise for customers while increasing value over time.
• Keep account plans, renewal forecasts, and expansion signals documented and up to date.
• Translate customer needs into structured feedback for Product and Solutions without creating chaos.

Requirements

• Commercial and customer led: You care about retention and growth, and you know how to do both without damaging trust.
• Highly organized: You run tight cadence, clean documentation, and predictable outcomes across multiple accounts.
• Calm under pressure: You manage escalations and conflicting stakeholder priorities with composure.
• Clear communicator: You simplify complexity and keep customers aligned without overloading them.
• Proactive: You anticipate issues before they become problems and act early.
• Collaborative: You know when to pull in Implementation, Solutions, or the AE – and when not to.
• High standards: You deliver a premium experience consistently, even at pace.
• Mobile: Willing to travel across North America and to London several times a year.

Qualifications

• 5–10+ years in enterprise Customer Success, Account Management, or post-sales roles in SaaS.
• 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.

Skills

• Customer success management skills.
• Ability to manage and resolve customer issues.
• Excellent communication and interpersonal skills.
• Ability to build and maintain strong relationships with key stakeholders.
• Experience with CRM tools and customer relationship management.

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.
• 25 days annual leave, plus paid public holidays.
• Paid days off to volunteer for non-profit causes.
• Paid days to attend conferences.
• Paid day off on your birthday!
• Ecologi Carbon Offsetting.

Pay

Competitive salary and benefits package.

Schedule

Full-time position with flexible working hours.