Head of Customer Success; North America

If you’ve been looking to join a fast-growing startup with a bold vision of a world where doing good is built into everything we do, then you’ve found the right place!

Backed by General Catalyst, the same investors behind Stripe and Airbnb, we’re one of Europe’s fastest-growing SaaS companies – building the technology that enables global enterprises to give, volunteer, and fund with confidence.

Our mission at Goodstack is to revolutionize how the world does good 🌎.

As a Series A social impact startup, we power global change through technology. We enable companies to seamlessly integrate positive impact into what they do through a unified platform while supporting nonprofits in gaining access to cutting-edge technology and finding new funding streams.

Global brands, including Google, OpenAI, Tik Tok, Linked In, HSBC, Atlassian and Twilio - as well as thousands of nonprofits, including the Red Cross, Cancer Research, and Oxfam - use Goodstack to make a difference.

In 2025 alone, we have facilitated $5 billion in donations to good causes. But this is just the beginning. We're building the world’s leading platform that powers donations to nonprofits globally.

To keep our momentum and deliver consistently high value to our partners, we need incredible people to help us on our journey –
we need you 🫵

We’re hiring a Head of Customer Success to own the post-launch customer lifecycle and lead our Customer Success organization across North America.

You’ll be accountable for retention, adoption, renewals, and upsell across our enterprise customer base. You’ll design and run the CS operating model, manage and develop a team of Customer Success Managers, and partner closely with Sales, Solutions, Implementation, Rev Ops, and Product to deliver a predictable, scalable customer experience.

You will not own net-new sales or cross-sell of new products, those sit with Account Executives on the New Business Team. Your focus is on protecting and growing existing revenue through strong adoption, disciplined renewals, and value-led upsell, while ensuring customers experience one coordinated Goodstack team.

• Own post-launch customer outcomes: Be accountable for adoption, engagement, retention, and long‑term customer value.
• Lead renewals and upsell: Ensure renewals are run early, cleanly, and commercially, and that upsell within existing products is executed consistently.
• Build and lead the CS organization: Hire, onboard, coach, and performance‑manage a high‑caliber team of Customer Success Managers.
• Set the CS operating model: Define and enforce cadence, success planning, health scoring, escalation paths, and handoffs.
• Partner tightly with Sales leadership: Operate as a peer to the Head of New Business, aligning on expansion timing, opportunity qualification, and customer strategy.
• Create clean expansion handoffs: Ensure CSMs surface and qualify cross‑sell opportunities and hand them to AEs without friction or confusion.
• Align revenue forecasting: Partner with Sales and Rev Ops to roll renewals, upsell, and expansion signals into a single, accurate revenue view.
• Maintain customer clarity: Reduce noise, ensure one clear owner at every stage, and deliver a consistent enterprise experience.
• Represent the customer internally: Translate structured customer insight into actionable input for Product, Solutions, and Implementation.
• Raise the bar: Continuously improve how Goodstack delivers, supports, and scales customer relationships.

• Gross Revenue Retention is strong, predictable, and improving.
• Renewal cycles are proactive, well‑governed, and rarely escalated.
• Upsell revenue from existing customers is consistent and value‑led.
• Sales and Customer Success operate as a unified system, not separate teams.
• Expansion opportunities are well‑timed, well‑qualified, and convert at a high rate.
• Customers describe Goodstack as organized, commercial, and easy to work with.
• You’ve built a CS function that scales without sacrificing quality or trust.

• A…